Technical Support Consultant

China

 

The Technical Support Consultant is the first technical contact point for customers. Is responsible of resolving tickets which are assigned to him/her. Is expected to provide customer service and technical support based on quality metrics provided.

Duties and responsibilities

  • Be available for work at the scheduled shift start time until the completion of it.
  • Take, own and close the support tickets assigned.
  • Ensure good ticket documentation at all times
  • Operate under close supervision
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
  • Fully document every ticket, including all resolution steps
  • Present a positive, effective and flexible contribution to achieving team targets and objectives
  • Comply with/complete desk specific or ad hoc tasks
  • Meet all personal targets
  • Send all reports asked by the leader when requested
  • Adhere to all Policies & Procedures
  • Protect confidential and sensitive information and materials
  • Collaborate with other team members to provide high-quality support
  • Ensure constant self-development using day to day work, web based training, and any other available tool
  • Attend feedback sessions with Quality Team
  • Attend Face to Face meetings with TL
  • Participate in team meetings
  • Make a correct use of phones
  • Be part of the Queue Monitoring when requested and ensure accomplishment of SLAs.
  • Any additional task requested by the Leader/ Manager.

Skills and competencies

  • Customer orientated, motivated to take charge of both customer engagement and problem resolution.
  • High customer service, telephone, oral and written skills.
  • Good written and oral knowledge of Japanese and/or another language, depending on the profile
  • Good knowledge of various hardware, software, and Microsoft® operating systems.
  • BasicTechnical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc.) – The engineer will be located on a team depending on his/her strengths.
  • Troubleshooting skills
  • Capable of being self-managed
  • Team player

Education and Experience

  • PC experience – comfortable working with Windows operating systems and Microsoft Office Suite
  • Technical experience is advantage but not required
  • Previous customer service experience is desirable, but not essential
  • University degree is advantage but is not required

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.

 

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