The Opportunity
- Focus: Ticketing, Supporting on technical/billing – customer purchases/refunds,
- Office location: Central (CBD Area)
- Working hours: Office hours and occasionally shift on weekend
- This role starts off as contract position
The Talent
- We are seeking Japanese-speaking candidates who are required to serve Native Japanese-speaking clients.
- 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)
- Demonstrated ability to work with a sense of urgency and prioritize between 20-25 complex tickets daily based on customer impact and SLAs
- Previous experience supporting hardware and software products for enterprise customers (MDM/ MAM + hardware device support)
- Familiarity with basic e-commerce and billing workflows
- Providing coverage on weekends / holidays (rotation-based)
The Job
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
Next Step
- We could contact you in the soonest time if you directly send your resume to: [email protected]
- Email Topic: Apply: Operation Support Specialist
- We regret to inform that only shortlisted candidates will be contacted
Ling Kai Hoe
EA Licence Number: 91C2918
Personnel Registration Number: R22106166
