Technical Support Help Desk
Salary undisclosed
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Job Detail
- ROLE Provide technical assistance and support to multiple clients, managing and prioritizing inquiries from different companies, primarily in English and Japanese.
- Must-Have: Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses.
- Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
- Compose thoughtful, personalized responses for a variety of end user requests.
- Effectively resolve enquiries from end users in a considerate, accurate, and timely manner.
- Manage incidents and service requests and devise solutions to resolve issues.
- Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
- Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required.
- Good-to-Have: Prior experience in managing multiple client companies in a help desk or call center environment.
- Strong analytical skillsets with logical thinking capability.
- Strong prioritization and multitasking skills to work with multiple companies.
- Answer phone calls from multiple client companies, escalate to PIC and manage records.
- Strong communication skills with HQ and affiliate companies.
- Carry out administrative functions.
- Review completed tasks to ascertain compliance with standards.
- Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs.
- Stay up-to-date with product knowledge and industry trends across all client accounts.
- Record all problems and their solutions in the Production Log File and ensure problems follow-up.
- Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
- Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up.
- Monitor event & notification dashboard and perform actions based on instructions and procedures.
- Ensure customer KPI and SLA requirements are meet.
- Work Location: Malaysia (Kuala Lumpur, Menara Shell).
- Bachelor's degree of Any Major
Job Detail
- ROLE Provide technical assistance and support to multiple clients, managing and prioritizing inquiries from different companies, primarily in English and Japanese.
- Must-Have: Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses.
- Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
- Compose thoughtful, personalized responses for a variety of end user requests.
- Effectively resolve enquiries from end users in a considerate, accurate, and timely manner.
- Manage incidents and service requests and devise solutions to resolve issues.
- Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
- Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required.
- Good-to-Have: Prior experience in managing multiple client companies in a help desk or call center environment.
- Strong analytical skillsets with logical thinking capability.
- Strong prioritization and multitasking skills to work with multiple companies.
- Answer phone calls from multiple client companies, escalate to PIC and manage records.
- Strong communication skills with HQ and affiliate companies.
- Carry out administrative functions.
- Review completed tasks to ascertain compliance with standards.
- Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs.
- Stay up-to-date with product knowledge and industry trends across all client accounts.
- Record all problems and their solutions in the Production Log File and ensure problems follow-up.
- Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
- Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up.
- Monitor event & notification dashboard and perform actions based on instructions and procedures.
- Ensure customer KPI and SLA requirements are meet.
- Work Location: Malaysia (Kuala Lumpur, Menara Shell).
- Bachelor's degree of Any Major