DESKRIPSI PEKERJAAN
Attend to inquiries, applications and notification request from the customer, respond or escalate to next level within SLA
Answer support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work.
Act as a further escalation point for unresolved or escalated calls
Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
Report to Helpdesk Team Lead on any issue that could significantly impact the business
Ensure all calls are logged-in the Service Desk logging system.
Ensure all calls and/or tickets are responded to or attended within the agreed SLA
Respond to enquiries from clients and help them resolve any hardware or software problems.
Maintain a log of any software or hardware problems detected.
Allocate more complex calls to the relevant IT Support member.
Arrange for external technical support where problems cannot be resolved in-house.
Communicate to users in English, using terms that are clearly understood by the customers.
Ensure proper turnover (i.e. documents, tickets status updates, etc.) to Helpdesk Support assuming the next shift.
REQUIREMENT
BSc/BA in IT, Computer Science or relevant field
At least 1 years of related technical support and/or help desk Ticketing experience
Proven experience as a help desk technician or other customer support role (BPO experience would be an advantage)
Can work on-site but can consider hybrid and/or WFH set up if with at least 2-3 year experience of said set-up
Tech savvy with working knowledge of office automation products and networking.
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Must be conversant in English, and possesses good working attitude and disposition, Japanese language skill to be an advantage.
Has excellent communication skills
Customer-oriented and cool-tempered
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification S1/D4
- Min Experience Staff
