Thang Pham Email & Phone Number

Hanoi, Hanoi, Vietnam

1. Engage with customers from enterprises and organizations via phone calls, virtual meetings and emails to understand their needs and their technical issues. 2. Communicate a solution or explanation clearly to the customer via phone calls and emails. 3. Understand the insights and functions of the supported software in order to explain and demonstrate the product for the customers. 4. Build my own lab that is as similar to the customer’s environment as possible, in order to apprehend and replicate the issue at hand. 5. Provide accurate troubleshooting steps or instructions to resolve customer’s technical concerns in the timely manner.6. Collaborate with other team members and higher engineering resources in the investigation to find correct approach to any technical matters.7. Improve my knowledge in new and relevant technical domains ranging from Software development, Microsoft and Linux operating system, to API knowledge.

Hanoi, Vietnam

1. Use my English skills to communicate with customers from around the world, address their concerns, and ensure high customer satisfaction via email and live chat. 2. Investigate and identify customer needs and help customers use core functions of the platform namely sign-up, login, and purchasing online with precision and in a timely manner. 3. Ensure that Service Level Agreement is met. 4. Be resourceful and utilize all the available tools and resources to provide end users with effective solutions. 5. Optimize work performance with productivity apps like Evernote, Google Sheets, and Calendar. 6. Be familiar with Zendesk, Jira board, and Asana board.7. Provide new and lower-tier agents with hands-on and comprehensive training so they can quickly catch up with the working pace of the team. Special technical tasks:- Understand the core functions of the platform thoroughly, and quickly determine where and why a failure occurs. - Providing appropriate troubleshooting, gathering the necessary information, and creating steps to replicate technical issues for engineering teams. - Utilize the available devices as well as tools like Browserstack to test technical issues. - Collaborate with the global engineering teams to investigate and resolve the high- complexity and critical technical issues in a timely fashion. Key achievements: - Receive the special role for handling technical issues after 5 months onboard. - Customer Satisfaction Score (CSAT) consistently maintained between 95% and 99%.- Regularly selected as MVP (Most Valuable Professional) based on performances during high-demand annual sales.