Our client is a leading Multinational Social Media Company.
Job Responsibilities:
- Provide technical support to product administrators via a ticket management system while respecting committed SLAs
- Effectively communicate with customers across multiple channels; correspondence, live chat, screen sharing and phone support.
- Troubleshoot, isolate, reproduce, investigate and log customer issues while utilizing internal engineering level technical tools
- Collaborate with multidisciplinary teams such as engineering and product to ensure swift resolution and customer satisfaction
- Handle multiple simultaneous investigations with an average ticket load of 20-25 per day
- Perform escalation management on call duties. Handle internal and external escalations raised by partners and product administrators for existing customer cases
- Execute incident management on call duties by triaging issues and publishing status page updates
- Identify trends and patterns, along with topics outside of the support scope, and escalate to the respective teams
- Utilize multiple internal knowledge sources along with externally available resources to communicate effectively with customers
- Adhere to company’s privacy and security standards and be extremely vigilant assessing level of privacy when sharing information externally
- Identify inefficiencies and opportunities in both external and internal support workflows
Job Requirements:
- Bachelor's degree or equivalent with minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone
- Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Single Sign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM
- Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite and ticket management software (e.g. Zendesk, Salesforce, etc)
- Self managing with the ability to problem solve and provide effective solutions with minimal supervision
- Capability to absorb high volumes of information across multiple resources (technical documentation and product information)
- Demonstrated ability to work with a sense of urgency and prioritize between 20-25 complex tickets daily based on customer impact and SLAs
- Strong critical thinking and analytical skills to isolate, investigate, reproduce and resolve hardware and software issues while leveraging engineering level troubleshooting tools
- Comfortable to work in shifts and weekends /PH
- Should have good communication skills and have proficiency in Japanese language (native) to liase with Japanese speaking customers & stakeholders.
If you are keen on this exciting opportunity, kindly ‘Apply Now’.
*Referrals are greatly appreciated*
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Morgan McKinley Pte Ltd
Ramitha Ravindran
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