Responsibilities:
- Effectively resolve Level 1 service desk technical queries as per deliverables outlined.
- Provide remote support to local and oversea user when connected by calls, email or chat when users are facing issue with their computer system.
- Asking relevant questions to resolve typically known problems within required timescales
- Ensure appropriate documentation of the interaction with the customer in the prescribed format
- Ability to communicate clearly and able to provide guidance by giving instruction when performing troubleshooting to identify or resolve the technical issues remotely.
- Explain to Clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues.
- Ensure that performance parameters are met to meet SLA targets
- Ability to clearly transfer technical knowledge to knowledge base, colleagues, and the Customers.
- Any ad hoc duties assign by the Company from time to time.
Requirement:
- Must be able to speak and write fluent Japanese language.
- Technical knowledge/expertise to support technical related queries and trouble shooting.
- Minimum 1+ years’ experience in a Level 1 service desk or technical support process providing remote support for Laptops / Desktops / LAN Issues / Application etc.
- Proven experience in commercial in bound telephony systems typically used in Contact Center.
- 5 days per week with shift changes monthly between teams.
- Good support knowledge of Windows Operating systems, general standard knowledge on off the shelves software like Microsoft Office and etc.
- Knowledge on basic concepts of networking.
- Open for fresh graduates
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