Technical Support Agent (Active Directory, Networking)

Top 3 reasons to join us

• Very competitive salary with 100% during probation
• Creativity, innovation and work-life balance
• Flexible working hours, no overtime

Job description

We are seeking a motivated and customer-focused individual to join our global Support organization as a Technical Support Agent, based in Hanoi. The ideal candidate will possess a strong technical background, excellent communication skills, and a proactive approach to problem-solving. While relevant experience and education is valuable, we prioritize a positive attitude, a team-player mentality, and a strong willingness to learn over experience alone.

We are looking for someone with a passion for delivering exceptional customer service and a commitment to continuous improvement, ensuring our customers receive timely and effective assistance.

Key Responsibilities:

Customer Support:

• Promptly respond to and triage customer inquiries and issues.
• Handle and resolve technical and usage-related problems efficiently.
• Identify issues requiring escalation and manage the process of escalating to other internal departments for further troubleshooting.
• Support more junior support agents in skill/knowledge development through advice and coaching
• Monitor and track escalated tickets, ensuring they are followed through to resolution.
• Communicate and coordinate with internal departments to facilitate the resolution of complex issues.
• Accurately document processes, customer interactions, and resolutions within internal systems.
• Determine process improvements, best practices, and develop new processes.
• Provide technical expertise to analyze, determine and test the most effective method of problem resolution to ensure that workable solutions are identified that meet customer requirement
• Be available to work on-call hours as needed to provide coverage for our premium 24/7 support customers, ensuring continuous support and service availability.

Your skills and experience

Required Qualifications:

• Excellent English communication skills, both written and spoken, are required to interact effectively with global customers and internal teams.
• Ability to explain technical concepts clearly to customers with varying levels of technical expertise, adjusting the messaging to suit the audience.
• A minimum of five years of experience in a technical support role.
• Previous experience in Active Directory, Linux, or Networking is a requirement.

Preferred Qualifications:

• Previous experience working in customer support within a global IT company is highly desirable.
• Prior experience in the cyber- or IT security industry, particularly in vulnerability scanning or threat exposure management, is a strong plus.
• Working proficiency in additional languages (written and/or spoken) is a strong plus, especially Spanish, French, or German.

Personal Attributes:

• Is passionate about helping our customers get the best possible experience with our products and services.
• A proactive approach to identifying and resolving issues, with a strong focus on customer satisfaction.
• Strong ability to communicate and collaborate effectively with both customers and internal departments.
• Ability to work independently and take initiative.
• Can work according to our core organizational values; trust, respect, adaptability, and commitment, and incorporate them into their daily operations.
• The ability to accurately document and manage customer interactions and internal processes.

Why you'll love working here

• An opportunity to work with experienced software engineers worldwide at market leading, innovative Scandinavian SaaS company looking to accelerate growth.
• A modern working environment with fun colleagues and challenging tasks.
• A Scandinavian work culture that emphasizes creativity, innovation, and work-life balance.
• A competitive compensation and benefits package, with 100% salary during the probation period.
• A 13th-month salary with an annual salary review.
• Flexible working hours from Monday-Friday, with no overtime.
• Premium healthcare and accident insurance: the best healthcare plan cover for employees and their children.
• A wellness package supports employees in staying healthy and wealthy.
• Exciting company outings/events and team-building activities.
• A possibility to attend on-sites and conferences in Europe.