JOB DETAILS

JOB DETAIL

- Provide guidance and support to customers to ensure effective use of the company’s platform by coordinating with relevant teams, explaining system functionality, answering inquiries, and resolving basic issues.
- Prepare and compile relevant information to escalate issues to Developers or other related departments.
- Monitor, analyze, and resolve preliminary technical issues. For complex problems, report to the appropriate team and coordinate with the team leader for further escalation.
- Support team operations and coordinate closely with the Customer Service team and Developers.
- Participate as part of the development team in system improvements and assigned programming tasks when appropriate.
- Work in an On-call & Hybrid working model. Hybrid work is available, with office attendance required when necessary (e.g., system training, platform upgrades).
- Operate in a Business-to-Business (B2B) environment. Customers are business representatives rather than end users. The workload volume is not high, but a high level of accuracy and attention to detail is required when providing support.

REQUIRED WORK EXPERIENCE

- Bachelor’s degree in Engineering, Computer Science, or Information Technology.
- Good personality and interpersonal skills; detail-oriented, proactive, responsible, service-minded, and able to work well under pressure.
- Basic to intermediate English proficiency, with the ability to search for information and read technical documentation.
- Strong communication skills and ability to work effectively as part of a team.
- High sense of responsibility and integrity, with a strong willingness to learn and continuously develop new skills.
- Willing to work On-call 6 nights per week (21:00–09:00) with days off by mutual agreement.
- Attend office meetings once per week. During the first 2 weeks, on-site training is required 5 days/week (09:00–18:00).
- Hybrid working model (negotiable based on performance), primarily work from home (WFH). Must be reachable and able to handle urgent issues immediately when required and attend the office during system upgrades or changes.
- Relevant experience is an advantage.