Customer Service & Technical Support Executive

About Forte Biotech
Forte Biotech is a biotechnology company focused on delivering rapid, on- site diagnostic solutions for aquaculture. Our flagship product enables farmers to detect shrimp diseases quickly and accurately, improving farm productivity and sustainability across Southeast Asia.
Role Overview
We are looking for a proactive and customer- oriented Customer Service & Technical Support Executive to support onboarding and provide technical assistance to our customers in Vietnam and overseas. This role requires strong communication skills, the ability to explain technical concepts clearly, and a willingness to travel when needed.
Key Responsibilities
Customer Onboarding
Conduct onboarding sessions (in- person and online) for farmers, distributors, and partners
Ensure customers are confident in operating Forte Biotech products
Guide new customers through product setup, usage, and best practices
Technical Support
Diagnose and resolve product- related issues, escalating when necessary
Maintain clear documentation of customer issues and resolutions
Provide timely troubleshooting and technical support via phone, messaging, and video calls
Customer Relationship Management
Support after- sales service and follow- ups
Gather customer feedback and relay insights to internal teams (R&D, Operations, Product)
Build strong relationships with customers to ensure satisfaction and retention
Field Support & Travel
Assist with product demonstrations and pilot projects
Travel within Vietnam (and occasionally overseas) to support deployments, training, and troubleshooting
Internal Coordination
Work closely with operations and technical teams to ensure smooth delivery and support
Contribute to improving SOPs, user manuals, and training materials
Requirements
Willingness to travel domestically and occasionally internationally
Ability to explain technical concepts in a simple, clear manner
Bachelor’s degree in Biotechnology, Life Sciences, Aquaculture, or related field (preferred but not mandatory)
1–3 years of experience in customer service, technical support, or related roles
Comfortable working independently in a fast- paced startup environment
Strong problem- solving skills and customer- first mindset
Strong English communication skills (spoken and written)
Preferred Qualifications
Background in biotechnology, molecular biology, or aquaculture
Familiarity with PCR or diagnostic tools is an advantage
Experience supporting scientific or technical products
What We Offer
Hands- on experience with innovative diagnostic technology
Opportunity to work in a fast- growing biotech startup with regional impact
Exposure to international markets and customers
Career growth in both technical and customer- facing roles

career growth, mentorship career growth and workplace support, sick leave leave and flexibility, yearly bonus financial benefits, vacation and leaves, perform bonus financial benefits

Cập nhật gần nhất lúc: 2026-03-30 19:35:02