AI Factory – Technical Support

Top Benefits:

• Opportunity to work in a rapidly growing field, with significant investment from FPT in AI and cloud technologies.
• Opportunity to lead high-profile cloud projects with cutting-edge technologies.
• Dynamic, collaborative, and innovative work environment.
• Competitive salary & package
• FPT Premium Care package
• Activities and culture with FCI and FPT Corporation
• Professional development through courses and certifications.

Job Responsibilities:

• Overall:
  • Make sure the 24*7 hotline is always available.
• Customer Support:
  • Receive and handle support requests from customers via phone, email, or ticketing systems.
  • Resolve technical issues related to cloud services, servers, networks, GPUs, etc.
• Explanation and Guidance:
  • Provide guidance on using services and explain features to customers.
  • Create and update user guides and FAQs.
• Collaboration with Technical Teams:
  • Work with system, network, and security engineers to resolve complex issues.
  • Ensure issues are escalated and resolved following proper procedures.
• Monitoring and Reporting:
  • Track the status of support requests and ensure timely resolution.
  • Report on incident trends and propose improvements to enhance service quality.
• Knowledge Enhancement:
  • Continuously update knowledge on the company’s services and new technologies.
  • Participate in training sessions to improve technical support skills.
• Support Database Management:
  • Manage and maintain a database of resolved issues and corresponding solutions.
  • Ensure information in the database is always up-to-date and accurate

Requirements:

• Education: Bachelor’s degree in Information Technology, Computer Networking, or related fields.
• Experience: More than 2 years of experience in technical support or customer service within the technology industry.
• Technical Skills:
  • Experience with systems, networks, and cloud services.
  • Experience with customer support tools like Jira, Freshdesk.
  • Ensure that operational and security processes comply with Japanese laws and regulations.
• Language Skills and culture orientation:
  • Japanese: Proficiency in Japanese is crucial for communicating with local customers and colleagues.
  • English: Good English skills are necessary for collaborating with international teams and understanding technical documentation.
  • Familiar with Japanese work culture will integrate more smoothly and work more effectively.
  • Having an emphasis on teamwork and mutual respect is highly important.
• Additional Skills and Knowledge:
  • Experience working in cloud environments or large data centers.
  • Experience with cloud services such as AWS, Azure, GCP.
  • Excellent communication skills in both Japanese and English.
  • Strong problem-solving and logical thinking abilities.
  • Ability to work under pressure and manage time effectively.

Working Environment:

• Working Location:
  • Site Hanoi: 7th Floor, FPT Tower, no. 10 Pham Van Bach Street, Dich Vong ward, Cau Giay district, Hanoi
  • Japan: Tokyo or other provinces/cities
• Working hours:
  • 8h30 AM – 12h00 PM
  • 1h00 PM – 5h30 PM

Contact Person:

Pham Thi Ha My (Ms.) – Talent Acquisition Leader
Email: [email protected]|
Phone: 0962456194
FPT Smart Cloud (FCI) Co., LTD
Address: 7th Floor, FPT Tower, No. 10 Pham Van Bach, Cau Giay Dist, Hanoi
Websites: FPT Cloud | FPT AI