SPECIALIST - TECHNICAL SUPPORT
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SPECIALIST - TECHNICAL SUPPORT (NATIVE KOREAN) Responsibilities: • Handling Voice/ Non -Voice customers, including detailed recording of the issue according to defined processes. • Identifies the cause of hardware/software faults and provides a solution or dispatches an onsite engineer with part to resolve the issue. • Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues. • Responsible for ensuring that the set KPIs are achieved. • Create a case in the ticketing system, monitoring and driving the case until closure. • To update the ticketing system accurately and efficiently with call details, actions taken and resolutions. • To ensure high levels of customer satisfaction with individual calls • If not successful in solving the ticket, forward it to the next appropriate level. • Usage of remote tools (where applicable) to analyze and resolve tickets. • Ad-hoc tasks such as queue monitoring, light reporting, and projects, covering different time zones of regions. The Requirements for the Role: • Required to speak, read, and write in Korean. • 3+ years of experience in Client Technical Support roles. • Experience with software support for UEM, MDM, Enterprise antivirus,and Microsoft CSP. • Experience with IT Services and Working with Field Service Providers. • Working Knowledge of Windows Operating Systems and MS Products. • Technical Knowledge of the client (Notebook, Desktop, & Tablets). • Training will be conducted in English.
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