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Global Support Engineer (Japanese Speaker)

Job Title: Global Support Engineer (Japanese Speaker)
Contract Type: Permanent
Location: Kuala Lumpur
Industry:
Salary: RM5,000 - RM7,000
Contact Name: Priya Supramaniam
Contact Email: priya.supramaniam@ellwoodconsulting.com.my
Job Published: July 02, 2020 15:11

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

  • Work closely with our global customers’ Helpdesks and IT on day-to-day incident and problem resolution.

  • 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.

  • 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.

  • Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.

  • Maintain and update knowledge base articles consistently as new knowledge is discovered.

  • Ensure KPIs are met consistently to achieve customer experience excellence.

  • Ensure escalation and production support processes are followed.

 

You will have

  • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma,

  • Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.

  • Highly motivated and result-oriented fresh graduates are encouraged to apply.

  • Fluent in Japanese (read, write and speak) with ability to translate.

  • Excellent written and verbal communication skills, including being able to speak both English and Mandarin.

  • Candidate must be willing to work on shift.

  • Basic understanding of ITIL, in particular incident and problem management would be an added advantage.

  • Basic knowledge on Linux is a plus.

  • Logical approach and excellent problem solving skills.

  • Attention to detail and ability to troubleshoot and provide feedback and solutions.

  • Must be able to work well both in a team environment and independently under minimal supervision.

  • Ability and willingness to learn new technologies, on own initiative.