Job Description

• Adecco is partnering with a Technology Multinational Corporation company to search for an Operation Support Specialist

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 Topic: Apply: Operation Support Specialist
• We regret to inform that only shortlisted candidates will be contacted

Ling Kai HoeDirect Line: +65 6697 7174
EA Licence Number: 91C2918
Personnel Registration Number: R22106166

Adecco