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Technical Customer Support Associate

Nami Technology Joint Stock Company · Hà Nội
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Mức lương
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Địa điểm
Quận Nam Từ Liêm, Hà Nội, Hà Nội

Tổng quan

  • The Technical Customer Support Associate is responsible for receiving, performing initial investigation, handling and following up on technical support requests related to NamiTech's software products and AI solutions, including Voicebot, Chatbot, Agent Scoring, Agent Assist and Voice Biometrics. The position acts as the bridge between customers and the Dev, QA, Infra, Product and partner teams.
  • This is a technical role at L1/L1.5 level. In-depth programming or direct source code modification is not required, but the role requires the ability to analyze problems and verify data, logs and basic configuration before escalating to specialized technical teams.
  • Receive, verify and classify customer requests from the ticket portal, email and other approved support channels, and propose an initial priority.
  • Keep status, owner, evidence and handling history updated on the ticket portal, monitor SLA/OLA, and escalate when there is a risk of breach.
  • Reproduce the issue in the appropriate environment, and check user information, service status, input data and basic configuration.
  • Review application logs, check API requests/responses, and perform read-only data queries using approved tools and templates when required.
  • Make a preliminary determination of the issue category: user operation, configuration, data input, integration, AI quality, application defect or infrastructure.
  • Apply workarounds approved in the runbook, or escalate to Dev, QA, Infra, Product or partners when the issue is beyond L1/L1.5 scope, then follow up until the result is verified.
  • Respond to customers in Vietnamese or English, provide timely status updates, translate technical information into business-friendly language, and follow up through validation and ticket closure.
  • After the training period, independently handle common L1/L1.5 support cases for assigned products and contribute to their runbooks, known issues and knowledge base.
  • Out of scope
  • The position is not independently responsible for:
  • Debugging or modifying source code.
  • Designing system architecture or technical solutions.
  • Changing production data without approval, or deploying to production independently.
  • Concluding the final technical root cause, or committing a technical ETA, in place of Dev/Infra or the technical owner.
  • Your Skills and Experience

Yêu cầu

  • Must Have
  • Degree in Information Technology, Computer Science, Software Engineering, Telecommunications or a related field, with 0–2 years of experience. Fresh graduates are welcome.
  • Understanding of basic concepts related to web applications, client–server architecture, APIs, databases, application logs, and development/UAT/production environments.
  • Ability to describe and analyze issues with clear, logical reasoning, and to read logs and technical data at a basic level.
  • Basic knowledge of, or willingness to learn, SQL, Postman, JSON, Linux commands and browser developer tools. In-depth programming is not required.
  • English at B1 - B2: able to read technical documentation and write emails and ticket updates.
  • Working Environment & Soft Skills
  • Strong ownership of assigned tickets, with proactive follow-up and updates.
  • Logical thinking with strong analytical and problem-solving skills.
  • Clear, professional communication with customers and with multiple internal teams.
  • Careful handling of customer information and data.
  • Ability to learn multiple products and remain effective in time-sensitive incident situations.
  • Occasional onsite support at customer locations may be required for go-live, UAT, training, troubleshooting or critical incidents. This is not a permanent onsite role.
  • The position may participate in an on-call rotation to support critical production incidents outside normal working hours, including evenings, weekends and public holidays, depending on customer and service requirements. On-call schedules, responsibilities and applicable compensation or time-off arrangements will follow company policy.
  • Nice to Have
  • Experience in IT Support, Application Support, Technical Support, Helpdesk, Manual QA, System Operations, Product Operations, or Implementation Support.
  • Experience with SQL, Postman or other API testing tools, and reading application logs.
  • Experience with ticketing systems such as Jira, YouTrack, Zendesk, Freshdesk, or equivalent.
  • Experience supporting enterprise customers.
  • Domain knowledge of banking, insurance, or Contact Center, and of AI technologies such as LLM, Speech-to-Text, Voicebot, or Chatbot.
  • Experience writing user guides or troubleshooting documentation.
  • Japanese language skills.
  • Why You'll Love Working Here

Quyền lợi

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