ABOUT YOUNET MEDIA

YouNet Media, a member of YouNet Group, is the leading Social & E-commerce Intelligence company in Vietnam and Southeast Asia.
Owning the complete Social Suites:  SocialHeat, SocialTrend, SocialLift  and leveraging EcomHeat from YouNet Group, the leading E-commerce Intelligence Platform, we provide both platforms and actionable services that transform data into intelligence and drive measurable business impact.
With technology at its core and deep expertise in analytics and consulting, YouNet Media empowers over 500 top brands to make smarter decisions, optimize execution, and achieve sustainable growth in the era of Digital Commerce and AI.

ROLE OVERVIEW
As a Product Support Executive, you will be the first line of support for users using our platforms. Your main responsibility is to handle user requests, support data-related issues, and ensure smooth system usage, while working closely with Product, Data, and Tech teams.
This role is ideal for candidates who:

• Like working with data & systems
• Are detail-oriented and curious

KEY RESPONSIBILITIES
User Support & Ticket Handling

• Receive, track, and handle user requests via Service Desk (1st level support).
• Analyze issues, clarify user requirements, and provide accurate responses.
• Escalate complex issues to related teams (Data / Tech / Product) when needed.
• Coordinate meetings or calls with internal teams and clients for case resolution.

Data Support & Preparation

• Support data checking, data extraction, and basic data validation for client use cases.
• Prepare and organize datasets to support AI training, analytics, or reporting needs.
• Ensure data accuracy and consistency before delivery.

Product & System Understanding

• Continuously learn and stay updated on product features, workflows, and updates.
• Guide users on how to effectively use the system and interpret data.
• Create and maintain user guides, FAQs, and internal documentation.

Issue Tracking & Improvement

• Log, track, and follow up bugs or system issues until resolution.
• Provide structured feedback to Product Support Leader about recurring issues or improvement opportunities.
• Support product enhancement by sharing user insights and common pain points.

Knowledge Sharing

• Participate in internal training sessions.
• Support onboarding and training for users when required.
  
  

REQUIREMENTS
Must-have

• Bachelor’s degree (any major; Business, Data is a plus).
• Strong interest in data, analytics, and systems.
• Comfortable working with Excel / Google Sheets (filtering, formulas, basic analysis).
• Logical thinking, attention to detail, and problem-solving mindset.
• Good communication skills and willingness to support users.
• Able to work independently and collaboratively in a fast-paced environment.
• Positive attitude, eagerness to learn, and growth mindset.

Nice-to-have

• Experience using BI tools such as Looker Studio, Power BI, or similar.
• Basic understanding of data structure, dashboards, or reporting systems.
• Experience working cross-functionally with Product, Tech, or Data teams.

CAREER DEVELOPMENT

• Clear learning path toward Senior Product Support Executive.
• Exposure to real-world data systems, AI-driven products, and enterprise clients.
• Performance review & promotion evaluated annually.
  
  Report to: Team Leader
  Promotion: Can be promoted to Senior Product Support Executive

BENEFITS

• 13th month salary.
• 12 days of annual leave & 5 days of sick leave
• Performance appraisals and promotion every year
• Standard health check
• Company trip, Year end party, Team building & Happy hours,...
• Occasion-based offerings: Birthday, wedding, maternity,…
• Parking support
• Equipment for work (PC / laptop)
• More benefit details are here: https://www.younetgroup.com/career/