Support Specialist (japan Market)

Singapore, Singapore

Job Description


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 for more information. Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.

Peoplebank

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Job Detail

  • Job Id
    JD1440082
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Singapore, Singapore
  • Education
    Not mentioned