Posted by: Ira

Bilingual Japanese/English Service Helpdesk – Associate (L1)

18K-20K

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Job Description 2127 Views

• To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Identifying the issue and categorizing / prioritizing the incident
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Routing / Chasing of tickets with other resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)
• Conduct Audits and Mentor L1 Team Members
• Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
• Being compliant to all process and procedures


Hiring For

Key Skills
Customer oriented; Active listening skills
Role
Customer Service Exec -(Technical)
Type of Account
Semi-Voice
Sub-Account
Confidential
Shift Type
US-Type Shift
Location
Manila
Sub-Locations/Sites
NA

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Company Profile

Quess Corp Philippines

6th Floor Salustiana D. Ty Tower Condominium Paseo De Roxas Legaspi Village,Makati City

9974230120

ira.a@quesscorp.ph

NA

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