1. About the job:

We are currently hiring a Level 1 Support Service Desk Analyst based in Hanoi. This role will be working with our regional teams to support our clients in multiple industries. Our team adapt quickly to our clients’ needs and ensure customer centric deliverables with consultative experience through creative solutions and knowledge on the basic level and beyond.

2. Job Responsibilities:

• Develop in depth knowledge of our products
• Effectively solve issues through ticket management platforms, email, or phone
• Answer questions and help clients navigate throughout our platforms 
• Provide technical support for internal issues, including handling day-to-day operations such as troubleshooting laptop issues, network connectivity problems, and software installations. 
• Support creating users and packages together with our Go to market teams
• Provide support and guidance to customer professionals base that uses our tools 
• Provide basic support to clients that have our customized solutions 
• Collaborate with internal teams and Client Success to identify opportunities for existing clients to increase the usage of the platforms 
• Collaborate with other teams to ensure solution is provided in timely manner 
• Show resilience, composure and flexibility as client’s needs change and pressure increases from client for resolution
• Assist to create technical documentation- Write high-quality, readable, and well-documented support notes

3. Office address: 9th Floor, Office Building, 1 Thai Ha, Dong Da, Hanoi

4. Skills & Requirements:

• Bachelor’s Degree in Computer science/Information Technology or any related major of studies 
• Minimum 1-3 year(s) of experience in Jira Service Management or/ and Salesforce Service Cloud. 
• Has working experience as Service Desk support agent would have added advantage.
• Strong communication skills (written & verbal) in English language 
• Excellent customer-facing and interpersonal skills, with the ability to build rapport quickly.
• Passionate in solving complex problems. 
• Adaptable and flexible, able to respond quickly to shifting priorities and client needs.
• Keen interest in growing technical skills and learning about our range of products.
• Fast learner with strong multitasking abilities and the ability to manage several tasks efficiently.
• Strong analytical and critical thinking skills, with sound judgment.
• A team player who is respectful, inclusive, collaborative, and open to sharing knowledge.
• Resourceful and independent, able to work with minimal supervision when needed.
• Please submit your resume in English.

5. What We Offer:

• Training provided before confirmation 
• Social Security and Healthcare provided during Day 1 
• Continuous learning and training opportunities for skills enhancement 
• Additional Annual Leave
• Hybrid working arrangement as per company policy: 3 days in office, 2 days remote
• Laptop will be provided

6. How to apply:

• Apply directly on Linkedin: https://www.linkedin.com/jobs/view/4430058991/ 
• Or send an email with your CV in English to: aili.ong@handshakes.ai