Japanese Service Desk - Makati

Location: Makati
Salary: Negotiable

JOB PURPOSE
• To use specialized tools, techniques, and procedures to identify and understand various problems and to select appropriate actions to resolve.
• To perform problem determination utilizing maintenance packages, diagnostics, reference documentation, service aids and other tools. To use Knowledge Based Systems (KBS), other computer-based applications, and other available resources to effect problem determination and resolution.
• Seeks and exchanges technical and general business information, ideas, and concepts with customers using in-depth listening, questioning, and clarification skills that support complete delivery of information and verification of comprehension.
• Makes creative recommendations for improving the processes, procedures, and tools used for problem determination and resolution. Develops, refines, and/or updates KBS content as appropriate.

JOB Description
• Maintains businesslike communications, conduct, and appearance, and otherwise demonstrates courteous, positive, and professional behaviours at all times.
• Provides technical guidance and assistance to other team members on more complex issues.
• Second tier resource for daily procedures, ensures all network, systems and database resources are available and functioning.
• To ensure all calls to the Service Desk are dealt with effectively and efficiently
• To ensure that all incoming IT support calls are recorded accurately.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Excellent oral and written communication skills in English and required language (Nihongo).

Solid work experience in the BPO experience handling Technical Support or Customer Service for global/ multinational clients.

Knowledgeable in technical troubleshooting specifically in Windows, Microsoft, or other related technologies or ERPs.