Webmaster Support Agent

Ho Chi Minh City

The Support Agent will be joining a prospective long-term project - a digital platform for our client’s subsidiaries all over the world to host their brand websites. 

Participating in our growing team, the position plays a key role in helping the local webmasters/ web administrators use the CMS for contribution or configuration purposes. The main missions will include but not be limited to:

  • Handle customer needs, questions, requests through:
    • Clarify the problem and identify the causes; 
    • Help users realize their contribution/configuration action by providing explanations, and redirecting them to the correct resources (user guide, etc.)
    • Follow up to ensure the resolution on a variety of support channels.
  • Collect and record customer feedback; document the information for possible reference.
  • Diagnose, troubleshoot issues; provide detailed reports to the management, development team in case of defects.
  • Manage escalation and brief higher level support teams about the problems related to customers’ advanced requests.
  • Prepare guidance documents and reporting.

 

Prerequisite Skills and Experience

  • Background in IT/ Digital with at least 3+ years of experience in web portal administration and/ or webmastering.
  • Excellent verbal and written English skills
  • Communication in French is an advantage
  • Strong communication and presentation skills
  • Rigorous, and well-organized
  • Time management: prioritize and classify needs efficiently
  • Problem solving skill
  • High sense of responsibility, autonomy and customer-oriented mindset