Job Description

Support SpecialistA leading tech MNCThe Opportunity

• Adecco is partnering our client, one of the world\'s largest tech organizations
• We are looking for a Support Specialist
• The role will start out as a contract
• Candidates who are immediately available/ able to start work within short notice will be preferred

The Talent

• Minimum 2 years of experience in supporting enterprise customers via multiple channels, eg. correspondence, live chat, screen-share and phone
• Technical knowledge - Basic understanding on internet technologies, how mobile technologies work, Rest APIs
• Strong communication skills
• Proficiency in Japanese language to support Japanese clients

• 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

Next Step

• Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package
• Send your resume to Xinyang.liu@Adecco.com
• All shortlisted candidates will be contacted

Liu XinYangEA Licence Number: 91C2918Personnel Registration Number: R1988872

Adecco