Job Description:

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  Handle calls, emails, Chats & Web tickets (daily)

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  Address technical queries and fix or log them appropriately accurately

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  Escalate queries when required to appropriate personnel

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  Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5, TL, SDM as appropriate (Outage confirmation)

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  Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures

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  Ensure Follow up mechanism is in place, target customer’s issue resolution in an optimized manner enhancing Customer Delight

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  Ensure consistent productivity and quality of service

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  Meet SLAs and individual KPIs

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  Assist Operation Support System (OSS) with problem determination & Handle any Severity 1 & 2's appropriately

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  Should manifest flexibility to support operational requirements

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  Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures

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  Shift timing is 9 hours which includes one hour break

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  Shift & weekly off rotate every month as per business requirement

Skills：

• Major in Japanese or English, Japanese N1;

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  Basic understanding of PC hardware set-up and configuration;

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  Knowledge of Microsoft based operating systems with emphasis on Windows;

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  Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation) ;

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  Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint;

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  Basic Phone etiquettes;

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  Basic Email etiquettes .

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  Speak/Read/Write Japanese or Mandarin & English

上班地址：软件园D区