Job Listing
Company
Anonymous
Industry
Information Technology and Services
Location
Selangor
Company Description
We are a leading global information services company that unlocks the power of data to create opportunities for consumers, businesses and societies across the world. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.Helpdesk Analyst (Japanese Speaking)
Anonymous
| Salary Budget: | Please log into your account to check the details. |
|---|---|
| Job Type: | Permanent |
| Location: | Selangor |
| Special Requirements: | * Candidates must be able to speak Japanese fluently. |
Rewards
| Posting Date: | 11-22-2018 |
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| Expiry Date: | 03-31-2019 |
JOB DESCRIPTION
Primary Accountabilities
• Spends the required number of hours of online time per day on the phones assisting clients.
• Should resolve cases primarily at desk via the remote method.
• Provides thorough first and some limited second level technical support to resolve employee and client problems, and acts as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
• Able to prioritize incoming request via phone vs request via emails from employees and clients for proper service management and KPI achievement.
• Receives employee and client requests for company products, services or other application assistance, identifies the source of the problem, determines the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
• Able to own, maintain and resolve all cases which are assigned end to end.
• Assists employees and clients in completing or troubleshooting software installations, upgrades, communication and other application problems and/or walkthroughs.
• Following all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
• Operates as the Expert Agent for assigned technology and/or applications and handling all responsibilities of that function.
• Achieves at minimum a level 3 or above in the Key Responsibility Area goals.
• Directly handles escalated issues assigned by the Department Manager, Supervisor, or Lead.
• Assists management with support-related tasks.
• Makes recommendations for process improvements and technology changes within the department and helpdesk team.
• Assists with the training and/or cross-training of newly hired technicians, or existing technicians requiring or seeking additional training.
Personal Requirements
Experience
• Minimum of 2-3 years of experience in customer technical service/support required.
• Previous call center experience preferred with MNC company exposure.
• Strong remote troubleshooting skills with PC, Internet knowledge, Microsoft Outlook, problem-solving, analytical, and customer service skills required.
• Experience in CISCO VPN, Polycom, Blackberry troubleshooting & basic Networking will be added advantage.
• Applicants should have ITIL framework knowledge.
• Possess a Degree in IT, Computer Science, Software Engineering or equivalent.
• Excellent verbal communication skills.
• Applicants must be willing to work in Cyberjaya.
• Preferably Junior Executives specializing in IT/Computer - Network/System/Database Admin or equivalent.
• Full-Time position.