IT Support Engineer (Hồ Chí Minh, Hà Nội)

Your role & responsibilities
Provide technical support to Microsoft consumers:
Effectively communicate technical information and troubleshooting steps to Microsoft consumers via phone and email in English.
Utilize strong knowledge of Windows system to diagnose and resolve customer issues.
Clearly document customer interactions, resolutions, and knowledge gained for future reference and team knowledge sharing.
Maintain high-quality service delivery:
Adhere to service level agreements (SLAs) and performance metrics.
Proactively identify and escalate critical issues.
Contribute to continuous improvement of support processes and knowledge base.
Ensure data security and compliance:
Strictly adhere to Microsoft's Code of Business Conduct and data privacy guidelines.
Safeguard customer Personally Identifiable Information (PII) at all times.
Maintain confidentiality of sensitive information.

Your skills & qualifications
Communication & Interpersonal Skills:
Excellent written and verbal communication skills in English (fluency required).
Outstanding customer service skills with a focus on empathy, patience, and active listening.
Ability to clearly and concisely explain technical concepts to technical and non-technical customers.
Professional Attributes:
Passion for technology and a desire to learn and grow within the IT industry.
Strong problem-solving and analytical skills.
Ability to work independently and as part of a team.
Adaptability and flexibility to work in a fast-paced environment.
Shift Availability: Available to work rotating shifts as determined by the manager.