Job Description
About our client
Founded in 2000, A business-to-business provider of cloud-based, on-demand software for supply chains for computer, telecom and electronics systems, components and services.
About the role
We are looking for talented individuals who are passionate about making a big impact on Customer Experience (CX). The Global Support Engineer will be responsible for delivering high quality Level 2 support to the world’s largest Supply Chain Operating Network and Multi-Enterprise Supply Chain applications to meet our global customers’ Service Level Agreements and operational requirements. The successful candidate will be adaptable,detail-oriented, organized, have excellent analytical and problem solving skills.
Your responsibilities
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Work closely with our global customers’ Helpdesks and IT on day-to-day incident and problem resolution.
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Part of a team maintaining a 24x7 Global Support Services working on incidents from phone calls, emails, live chat and the company proactive monitoring system.
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Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.
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Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.
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Maintain and update knowledge base articles consistently as new knowledge is discovered.
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Ensure KPIs are met consistently to achieve customer experience excellence.
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Ensure escalation and production support processes are followed.
You will have
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Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma,
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Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
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Highly motivated and result-oriented fresh graduates are encouraged to apply.
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Fluent in Japanese (read, write and speak) with ability to translate.
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Excellent written and verbal communication skills, including being able to speak both English and Mandarin.
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Candidate must be willing to work on shift.
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Basic understanding of ITIL, in particular incident and problem management would be an added advantage.
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Basic knowledge on Linux is a plus.
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Logical approach and excellent problem solving skills.
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Attention to detail and ability to troubleshoot and provide feedback and solutions.
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Must be able to work well both in a team environment and independently under minimal supervision.
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Ability and willingness to learn new technologies, on own initiative.