Technical Support Consultant

China / Customer Support

 

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

 

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