Senior System Engineer ( Japanese Speaker)

Responsibility: • Effectively resolve L1 helpdesk queries as per deliverables outlined • Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format • Execute transactions as per prescribed guidelines and timelines • Ensure that performance parameters are met to meet SLA targets • Ensure customer/user confidentiality and data protection at all times • Minimum Qualification • Minimum professional Certificates or bachelor’s degree in any field with knowledge in IT Support/Helpdesk • Required language(s): English & Japanese (is a MUST) Experience and Skill Requirements Mandatory requirement for experienced candidates: • Technical knowledge/expertise to support technical help related • queries and trouble shooting. • Minimum 1 year experience in a L1 helpdesk / tech support process • providing remote support for Laptops / Desktops / LAN Issues / • Printer Configuration etc. • Ability to transfer technical and business knowledge clearly and • concisely to knowledge base, colleagues and Customers. • A creative thinker, this person demonstrates initiative and is willing to • go the ‘extra mile’ • Track record of being a team player, in a changing environment • BSc IT, BCS, CS, any B.E. degree / diploma required • Proven experience in commercial in bound telephony systems • typically used in Call Centres, Help/Service Desks such as CISCO or • ALCATEL. • Willingness to work in rotational shifts • Understanding of network protocols such as TCP/IP, DNS, SSL and • VPN • Previous experience using Service Now, HP SM7 experience • Required language(s): English & Japanese (is a MUST) Communication and Customer Service Skills • Active listening and questioning, an eye for detail to determine the • root cause of the issue, to avoid repeat contacts and further effort to • resolve issues • Display Ownership and accountability • Quickly build trust and confidence with customer • Own and resolve customer issues efficiently, effectively and • empathetically • Excellent comprehension and articulation skills • Excellent communication skills verbal and written • Demonstrate positive attitude • Willingness to learn and open to feedback • Helpful • Patience and perseverance • Demonstrated experience in negotiation skills (specifically in resetting Customer expectations, realigning KPI’s, etc.) • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues Analytical and Problem-solving skills • Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently • Able to identify sales opportunities and upselling Time Management Skills • Being proactive and show the utmost respect for customer’s time • Good time management, ensuring all contacts with customers add value • Ability to Multitask • Adaptable, results driven, professional and high work standards Computer skills • Excellent PC and data entry skills • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc • Knowledge on basic concepts of networking. • Working knowledge of MS Office