Duc Hoai Nguyen
@duchoainguyen
Customer Support & Operations Specialist focused on SaaS issue resolution and product adoption for enterprise users.
VietnamWhat I'm looking for
I’m a Customer Support & Operations Specialist with 9 years of experience supporting business customers across digital platforms and service environments. I resolve customer issues end-to-end, guide users through onboarding, and coordinate follow-ups until every outstanding item is closed.
At Mobifone Corporation, I supported enterprise customers using SaaS platforms including e-invoice, digital signature, POS, ERP, and office automation systems. I analyzed reported issues, clarified product-related problems, worked closely with developers and QA to troubleshoot incidents and validate fixes, and delivered onboarding guidance that improved product adoption and operational efficiency.
I’ve also helped strengthen support operations by coordinating issue tracking, follow-ups, and communication between business users and technical teams. I created support documentation and user guidance materials, and contributed to a POS rollout by coordinating cross-functional teams to support onboarding for approximately 500–700 merchants in the first 6 months of deployment.
Experience
Work history, roles, and key accomplishments
Product Operations & Support
MobiFone Corporation
Jul 2022 - Nov 2025 (3 years 4 months)
Supported enterprise customers using e-invoice, digital signature, POS, ERP, and office automation SaaS by analyzing issues and coordinating with technical teams to deliver timely fixes. Helped roll out a POS solution by onboarding approximately 500–700 merchants within the first 6 months and improved service stability through incident troubleshooting and validated resolutions.
Customer Support Specialist
MobiFone Corporation
Apr 2016 - Jun 2022 (6 years 2 months)
Provided customer support for enterprise SaaS platforms including e-invoice, call center systems, and digital signature services via phone, email, and coordination channels. Investigated reported issues, worked with technical teams for troubleshooting, delivered product training and onboarding guidance, and monitored ticket trends to support service improvements.
Customer Service Coordinator
Asiatrans Vietnam
May 2015 - Mar 2016 (10 months)
Coordinated end-to-end shipping operations by working with international ship captains and officers to plan cargo loading/unloading and to manage deviations during transit. Prepared export/import documentation, performed customs clearance, and reported shipment progress with corrective actions.
Education
Degrees, certifications, and relevant coursework
University of Economics – University of Da Nang
Bachelor's Degree in International Business, International Business
2011 - 2015
Earned a Bachelor's degree in International Business at the University of Economics, University of Da Nang from 2011 to 2015.
Availability
Location
VietnamAuthorized to work in
Job categories
Interested in hiring Duc Hoai?
You can contact Duc Hoai and 90k+ other talented remote workers on Himalayas.
Message Duc HoaiFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
