Executive Technical Support - (English And Japanese Language Support)

Executive Technical Support - (English and Japanese Language Support)SHAREJob DescriptionThe Responsibilities of the Role:Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
Identifies the cause of hardware/software faults and provides a solution or dispatch 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 ticketing system, monitoring and drive the case until closure.
To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
To ensure high levels of customer satisfaction with individual calls.
If not successful in solving the ticket, forward 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.Skill Requirements:Required to speak, read and write in English and Japanese.
Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
Experience within 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).
L1 Technical Support: troubleshooting to resolve, service desk handling & coordination.
Attractive Salary.
Performance related bonus for confirmed staff.Experience Required :Entry LevelLocation :Kuala Lumpur, WP, Malaysia.Employment Type :Full Time.#J-18808-Ljbffr