Service Desk Agent
Summary
Answers customer service requests at an IT services help desk in Okinawa: logging tickets, prioritizing and dispatching to engineers, tracking SLA compliance and case closure, and producing regular service reports. Requires an IT/desktop support background and excellent English and Japanese.
Job Descriptions:
1） Timely answer/receiving customer’s service requests and input them into the Ticket system;
2） Define the priority for service requests then assign to Key engineers accordingly;
3） Ensure each case meet SLA and monitor our engineers to update the service status regularly;
4） Ensure engineer close case timely;
5） As for P1 and P2 case, send E-mail to the relevant Managers regularly;
6） Keep good communications with the customers, partners and engineers;
7） Make regular service reports, etc.;
9) Sort out and update customers’ information;
10) Understand all customers’ SOW and SLA;
11) Arrangement preventive maintenance activity for customers;
12) Finish any other tasks assigned by Managers.
Requirements:
* 2 year working experience as Call center agent, Desktop support, Technical background on IT and network
* Highly motivated self-starter; Good relationship; Good team player; Builder with strong diplomacy skills;
* Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they Do.
* Excellent Language capability in English, Japanese