Job description for Customer Service Executive at Kyanon Digital
How You Can Contribute
- Manage incoming requests via WhatsApp, email, chat, and phone, logging tickets for urgent issues.
- Reviews issues and contacts customers to understand issues.
- Categorize and process incidents according to defined priority levels (P1/P2/P3/P4).
- Ensures customers stay informed as to the status/solution of their issue.
- Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
- Resolves or escalates multiple and varied customer issues. Documents technical work and research.
- Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
- Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
- Provides feedback to improve products to more senior engineers or technical advisors.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Provides feedback on how to improve automated tools.
- Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.
- Monitor, track, and manage Service Level Agreements (SLAs) to ensure timely resolution and high customer satisfaction.
- Execute standard shift handover procedures (preparing shift reports, conducting verbal handover meetings, acknowledging unresolved issues, and logging handovers in the ticketing tool).
- Leverage AI Agents and AI-driven ticketing/diagnostic tooling for quick checks, CMS configuration updates, and issue reproduction.
Requirements
- Basic technical knowledge and understanding of IT concepts and principles.
- Excellent English communication and interpersonal skills, both written and verbal.
- Customer-centric approach with a focus on problem-solving and conflict resolution.
- Ability to work independently, as part of a team, and flexibly in shifts (including night, weekend, and holiday shifts).
- Proficient in using ticketing systems (e.g., JIRA, Zendesk), diagnostic tooling, and communication platforms.
- Strong understanding of Service Level Agreements (SLAs) and incident management/escalation processes.
- Prior experience in tech support, helpdesk, or customer service in IT or software services is preferred.
- Customer service mindset
- Open to freshers
Shift Availability: Rotating shifts 24/5
- Works per shift assignment (day or night shift). Example: 7:00 – 16:00 & (15:00 – 22:00 OR 14:00 – 24:00)
- 9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
- Includes holiday and Tet shifts as assigned, allowances provided per labor law
- Any shift or schedule changes will be notified by the department head
Benefits
- Competitive base salary benchmarked against market standards, with performance-based bonuses linked to SLA achievement.
- Night shift & holiday allowances compliant with labor regulations.
- Social insurance, health insurance, and unemployment insurance contributions according to Labor Law.
- Comprehensive health check-ups and private healthcare coverage.
- Professional development opportunities with access to modern tech stack, AI tooling, and internal career progression pathways.
- Dynamic, supportive work environment with team-building events and company activities.
