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IT Customer Service Analyst (Japanese Speaker)

Kuala Lumpur Job No. r00169428 Full-time - On-Site

Job Description

Job Scope

  • Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offered to partners as part of the Partner Advantage program.

  • The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:

    • Partner Advantage portal access and navigation

    • Partner Advantage program benefits and requirements

    • Sales and marketing incentives

    • Deal Registration and Deal Referral

    • Contracts and policies

    • Partner Director

    • Marketplace

    • Partner Marketing Studio

    • The Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)

    • Partner Learning Center access and account issues

Job description

The Tier 1 Agent provides high touch support, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.

  • Senior profile with excellent communication skills to support

  • Partners/Applicants through email and video/hangout calls as needed.

  • Further, the goal is to support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable time frame.

  • You will report to the Team Leader and Program Managers and liaise with all other support team members.

Tasks and responsibilities

  • Responding to assigned customer inquiries in a timely and professional manner.

  • Work together with our Partners to provide high-quality support through different channels.

  • Follow communication procedures, guidelines and policies.

  • Proactively liaise with cross-functional departments to obtain information and solutions.

  • Report errors, improvements and feedback provided by our Partners.

  • Liaising between the Partner and internal teams via various methods (email and videoconference)

  • Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines

  • Assisting with challenging Partner requests or highly escalated cases

  • Develop deep knowledge of our products.

  • Meet and exceed personal/customer service team targets.

  • Able to troubleshoot issues independently.

  • Able to apply the knowledge in the documented SOP to make decision on what the root cause.

  • Tasks and responsibilities do not limit the tasks listed above.


Job Specification

  • Has technical support experience and knowledge in Enterprise technologies or equivalent such as Cloud, security, and others.

  • Excellent comprehension and communication in both English and Japanese language skills

  • Analytical skills with demonstrated problem-solving ability

  • Ability to work in a fast-paced environment

  • Flexibility to work various shifts

  • Good technical skills (should be able to refer SOPs and use client tools independently)

  • Good organizational capacity

  • Empathic & enthusiastic personality

  • Personal Abilities

  • Excellent communication skills

  • Excellent soft skills

  • Team player

  • Proactivity


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