Support Specialist (Japan market)
- 12 months contract
- Work location: CBD
- Working hours: Mon to Fri, Wed to Sun, Tues to Sat and Sun to Thurs (rotation) – 8am to 5pm
The Opportunity
- 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
Your Background
- 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 and internet technologies
- 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 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
- Ability to understand, assess and identify issue trends and impact at a customer account level
- Collaborative interpersonal skills with experience working in a cross-functional team environment
- Agile with swift adaptation to constant product and process changes
- Confident verbal and written communication skills; excellence in empathy and rapport building
- Strong cultural awareness and sensitivity, with the ability to understand and respond appropriately to various cultural and language signals
- Fluency in Japanese language is essential as the role will be supporting Japanese customers and stakeholders.
Interested parties please click "Apply Now" or contact May Anne Ramos (EA Reg no: R1110127) at [email protected] for more information. Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.
