Salt is looking to hire a Support Specialist (Japanese Speaking) for a Social Media Client on a yearly renewable contract role.
Job Scope :
- 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.
Requirement:
- 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
- Minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone
- 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
- You will be supporting Japanese speaking customers hence fluency in japanese is essential.
If this role sounds like your ideal job move, please reach out to me, Jaya at [email protected]alternatively you may apply via the system!
Regret only shortlisted candidates will be notified.
CEI No: R1659595 / EA No: 07C3147