Technical Support Representative - Vietnam

Ho Chi Minh City, Viet Nam

Contracted

PaaS

Entry Level

Position Overview
As a Technical Support Representative – Payments Services Operations (PSOps), you will support the technical needs of Payreto’s international clients and their customers. This role involves direct client interaction, implementing client processes, and assisting Technical Support Specialists in carrying out internal procedures. You will help ensure service excellence and client satisfaction by resolving technical issues efficiently.

Key Responsibilities

Respond to and resolve Level 1 technical support issues via phone, email, or chat. These typically involve predefined and standard tasks, including:
- System integration and API support
- Merchant onboarding
- User administration (adding/removing users, resetting access)
- Report generation and data extraction
- Manual transaction entries (refunds, reversals, rebills, captures, chargebacks)
- Basic system configuration tasks
Coordinate client requests with internal departments, technology partners, or third-party vendors.
Accurately document cases and issues in the ticketing system or internal documentation platforms.
Maintain a high standard of service as the primary point of contact for clients.
Continuously develop knowledge of Payreto’s systems and partner technologies (e.g., PSP gateways).
Perform additional official tasks as directed by the supervisor/manager.
Identify and propose process improvements for operational efficiency.
Willingness to extend work hours when needed.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business Administration, Finance, or a related field.
Preferred: At least 1 year of experience in back-office processing (e-wallet, loan, or insurance applications).
Alternative: At least 2 years of experience in a BPO setting handling international voice/email/chat support.
Strong attention to detail
Excellent written and verbal communication skills
Sound logical and verbal reasoning
Ability to make decisions based on policies and procedures
Process-oriented and quality-conscious
Highly analytical mindset
Proficiency in MS Excel, Word, Google Sheets (e.g., VLOOKUP, Pivot Tables, advanced formulas)

Work Conditions

Flexible on-site schedule – 1–2 days per week (hybrid setup)
Core hours: 12:00 PM – 9:00 PM Vietnam time (subject to change per team requirements)
Must be amenable to night shifts, shifting schedules, and working on weekends or holidays

Benefits

100% social insurance coverage
Full salary during probation
13th-month salary + company bonus (company’s performance)
Annual leave plus Christmas and Birthday leave
Opportunity to work in an international and collaborative environment

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Technical Support Representative - Vietnam

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