CALL CENTER AGENT

Position: Senior Process Executive

Job Description

• Handle L1/L1.5 calls originating from Retail Stores
• Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
• Create & Update Knowledge Document
• Supports multi channels ( Phone, Emails, chat, slack) in Vietnamese and English language
• Monitors and update incidents and tasks and assigns unassigned ones

Qualification

• Associate degree
• Good in Translating from English to Vietnamese or Vietnamese to English without variation
• HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
• Knowledge on active directory, domain controllers, password reset tools, etc.
• Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision