IT Support Specialist US Market

Top 3 Reasons To Join Us Product company & Attractive benefits Your career always grow together with us In-depth knowledge sharing sessions The Job

Overview

• Provide technical support and user guidance for clients using POS systems and PAX devices in the US market.
• Support various business types: Restaurants, Nail Salons, Supermarkets, etc.
• Shift work required to align with US business hours.
• Ensure high-quality service by addressing customer inquiries, troubleshooting issues, and
  delivering effective solutions promptly

Key Responsibilities

• Handle support requests via email, live chat, and ticketing systems (Zendesk, Freshdesk, etc.) in English.
• Leverage AI tools (ChatGPT, Claude, etc.): to quickly translate, refine, and draft professional responses to customer tickets, ensuring clear and accurate English communication.
• Process Optimization: Utilize AI assistants to generate simple automation scripts, macros, or internal support tools to streamline repetitive helpdesk tasks and improve workflow efficiency
• Troubleshoot hardware (POS, PAX, Printers) and basic network issues (LAN, Wi-Fi) through remote tools.
• Provide clear, step-by-step written instructions or documentation for customers to resolve their issues.
• No verbal communication with customers required.
• Collaborate with the local dev team to report bugs and suggest product improvements.

Your Skills and Experience

• English: Strong Reading and Writing skills. Ability to understand customer issues via text and respond professionally in English.
• AI Proficiency: Hands-on experience using Generative AI tools (ChatGPT, Gemini, Copilot) to assist with language translation, troubleshooting research, and writing basic support scripts. Strong prompt engineering skills to get accurate results are highly desirable.
• Experience: 1-2 years in IT Support, Help Desk, or Customer Success. Experience with POS/Fintech is a plus.
• Technical: Basic knowledge of Networking (TCP/IP, DNS) and Remote Desktop tools (TeamViewer, AnyDesk).
• Skills: Logical thinking, patience, and the ability to explain technical terms simply through writing.
• Education: College or Bachelor’s degree in IT or related fields.

Why You'll Love Working Here

• Product company, 13th-month bonus salary and project bonus, long-term bonus
• Salary review once a year based on employee performance and contribution
• Opportunity to develop your career and access new IT technologies
• Free coffee
• Professional Development Opportunities (Pluralsight Account)
• Team building every 6 months, company trip, Birthday
• High-performance equipment, extra high definition screens for working
• Employee-friendly working conditions, longstanding colleague
• Other benefits as stated in Vietnamese Labor Law