I. Job Description

• - Emergency Response & Technical Troubleshooting:
• + Receive and promptly handle cases where browsers display “Not Secure” warnings, renew/manage expired SSL certificates, and fix mixed-content issues.
• + Diagnose and provide preliminary solutions for website downtime or storefront display issues. Support basic DNS configuration/changes (A records, CNAMEs).
• + Detect and promptly resolve issues related to web services (primarily WordPress/HubSpot, but not limited to these platforms) to ensure customers do not lose revenue.
• - Ongoing Maintenance & Support:
• + Handle regular update and maintenance requests for existing websites (minor content updates, basic layout/template adjustments).
• + Receive information and classify specialized tickets related to CMS systems and product inventory databases before transferring them to advanced technical teams.
• - Operations Coordination & Communication:
• + Act as the central point for receiving requests, classifying issues, and accurately escalating difficult cases to specialized teams such as DevOps, Hosting, or Core Development teams.
• + Work closely with Account Managers, SEO, Design, and Content departments to ensure consistent service quality and project progress for customers.

II. Requirements

• - Around 1 year of experience in Customer Care, Support, or Client Service roles in related industries (Agency, Information Technology, Software, E-commerce, Hosting/Domain).
• - Good communication skills, calmness, and professionalism when handling customer complaints or incidents.
• - Good English communication skills in both writing and speaking.
• - Long-term commitment and willingness to work on holidays/Tet when required (holiday payment provided according to Labor Law).
• - Must have a PC/Laptop, headset with microphone, and camera for work purposes.

III. Benefits

• - Competitive salary based on ability (Upto 12.000.000 vnd/month).
• - 85% salary during probation period, with annual salary review opportunities.
• - 13th-month salary, holiday bonuses, Lunar New Year bonuses, and Best Member achievement rewards.
• - Training and coaching in professional skills and foreign languages related to the job.
• - Labor contract, insurance coverage, and full benefits according to Vietnamese Labor Law.

IV. Working hours

• - 07:00 AM – 4:00 PM (Fulltime).
• - Fixed working hours, no flexibility.
• - Weekends off: 4 Sundays and 2 Saturdays per month.

V. Location

• - Work from home.