System Operator - Korean Speaking

CJ OliveNetworks Vina is hiring a System Operator (Korean Speaking) in Ho Chi Minh City. The role is a bilingual IT Support Specialist position handling Level 1 operations for an Internal Document Encryption System, delivering user support under strict SLAs. As operations scale, the hire will supervise outsourced L1 Support Agents for 24/365 Contact Center projects. Key Responsibilities: - Level 1 System Operations: provide primary technical support for the internal document encryption system, handling daily user requests (password resets, decryption troubleshooting, access configuration) per standard operating procedures. - Ensure high responsiveness across multiple channels: hotline, email, ticketing, and chat apps under an availability-based support model. - Meet critical SLAs: 2-hour response time and 1-business-day resolution time. - HQ Liaison & Communication: act as the bridge between regional users and Headquarters; coordinate with HQ Security Teams and System Managers (L2 Support) in Korean and English for escalations; use AI translation tools for multi-language global user support. - Vendor & Project Management (future scope): participate in onboarding, training, and supervising outsourced L1 Support Agents as 24/365 Contact Center projects launch; monitor vendor agent availability and service quality. Requirements: - Language proficiency (mandatory): professional working proficiency in both Korean and English, with a minimum of 2-3 years experience in Korean and English-speaking positions. - Experience in IT Helpdesk, Technical Support (L1), IT Liaison/Bridge Engineer, CDN, contact center or helpdesk preferred. - Basic understanding of corporate IT environments and data security/encryption concepts. - Strong problem-solving skills with a customer-centric mindset; leadership potential to manage vendor teams as the Contact Center scales. Working hours: Monday to Friday, standard business hours (Vietnam Time), with standby availability outside normal hours (weekends/holidays) for urgent support or critical vendor escalations. Benefits: competitive basic salary, 13th-month salary, lunch/gasoline/telephone allowances, incentive bonuses, annual salary review, 100% company-covered premium healthcare, annual medical checkup up to USD 5,000, full government social/health/unemployment insurance, personal event bonuses, 12 paid leave days plus Company Foundation Day, long service leave, and 40% discount on CJ brands (CGV Cinema, Tous Les Jours, CJ Food, Meet Master, CJ Market). English work environment, company-sponsored English/Korean classes, opportunities for onsite work abroad on GDC projects, monthly company trips and team building.