Product Support Analyst Tier 1 - Japanese Speaking

CÔNG TY TNHH KEYLOOP VIỆT NAM · Hồ Chí Minh

Type

Full-time

Work mode

On-site

Level

Staff

Industry

Other

Salary

Thương lượng

Location

Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
Escalating a case in good time.
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
Documenting solutions and producing written guidance on resolution steps and procedures.
Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
Self-Motivation & initiative to aid your investigation process and career development.
Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
Ensuring root cause analysis is carried out where necessary.
Identify training gaps in our knowledge media and recommend areas for improvement.
Actively contribute to case reduction initiatives.
Key Results Indicators & Measures of success
Key Results Indicators
Customer Satisfaction
Service Responsiveness, productivity and time to resolution to agreed standards.
Demonstrable contribution to continual improvement of support processes and practices.
Measure of success
Achievement of Departmental Objectives
Evidence

Training

Summary of facts from the official posting. View original ↗

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