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: Mypth3@fpt.com|
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

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