Viamericas Corporation

Customer Support

• Deliver excellent customer service and provide solutions to incoming and outgoing calls.
• Conduct regular outreach to Vietnamese agents for support, updates, and engagement.
• Assist with onboarding and day-to-day operational needs of agents.
• Monitor and analyze pricing.
• Follow up on inactive agents and support initiatives to drive transaction growth.
• Prospect and identify opportunities for new business development.
• Provide service and support to field staff.
• Maintain and increase the volume of transactions for Vietnamese agents.
• Maintain and increase the profitability of transactions from Vietnamese agents.
• Maintain and increase the portfolio of assigned agencies.
• Coordinate and escalate agent concerns to the appropriate teams (E.g. Compliance holds, suspected frauds, AR issues, Rate concerns, etc.)
• Ensure smooth processing of transactions and coordinate with internal teams as needed.
• Support Business Development on agent-related requirements.

Agent Support Representative

QA Engineer

• Implement and develop manual and automated test for both web and windows applications.
• Design and develop test cases for front-end interfaces, underlying APIs, and backend systems across several programming languages with a focus on JavaScript, ReactJS and /or SQL to address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability in preparation for implementation.
• Work with the Product owners, Delivery Director, and colleagues to define process and strategy associated with automation.
• Identify, analyze, and document problems with program function, output, online screen, or content.
• Plan test schedules or strategies in accordance with project scope/delivery dates.
• Participate in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.
• Report bugs to the development team quickly and in a way easy to reproduce.
• Write test cases for new products and features.
• Review and analyze product requirements
• Other duties as assigned.

Agent Support Representative

Quality Assurance Analyst