We are looking for a 1st line support service representative to assist our client with technical problems when using our products and services.
Technical Service responsibilities primarily include resolving client queries, recommending solutions, and guiding product users through features and functionalities. In addition, this role also keeps eyes on the monitoring of the performance of production IT Systems and be the point of contact for escalation for clients and internal groups.
To be qualified for this role, you must believe in the power of collaboration, guide your daily interactions and behaviors as such, and strive to steadily maintain and improve the effectiveness of collaboration among partner teams and clients.

Duties and Responsibilities
● Client support
● Take end-to-end ownership of client issues, including initial troubleshooting, identification of root cause, issue resolution, and final close-out communication
● Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services
● Properly escalate unresolved issues to appropriate correspond teams (e.g., Tier1/Tier2 support)
● Follow up with clients to ensure their technical issues are resolved and ensure all issues are properly logged.
● Take appropriate steps to bring any open support cases to resolution in a timely manner.
● Under general supervision, in a 24/7 in-bound contact center environment, respond to client queries in a prompt and accurate way, via email and instant messaging channels.
● System monitoring and escalations
● Be the contact for system, service, and operation activity monitoring communication ensuring that all issue is aware and within handle.
● Proactively monitor system performance and apply with an effective solution
● Report and update business stakeholders effectively when high urgency incident occurs
● Function as the first point of escalation contact for clients and internal groups

● Good client-facing skills in both the English and Mandarin languages
● Bachelor's Degree or above
● 2+ years of experience in a Technical/Customer Support or similar role
● Service-oriented mindset with a passion for helping people
● Basic understanding of network infrastructure, IT system monitoring tools and service management concepts
● Fast learner looking to be exposed to, and to work with, new technologies
● Team player with self-learning and problem-solving abilities

Preferred skills or abilities
● Good command of the Japanese language is a plus.
● Agile, highly motivated, exceptional work ethics, logical approach, and multi-tasking capabilities with a sense of responsibility to follow through on tasks
● Ability to diagnose and troubleshoot basic technical issues. Perform debugging and analysis on issues.
● Be familiar with Postman or any other Web API testing framework
● Understanding of IT technologies such as Web APIs, SQL, VPN, and different types of applications (Web, etc.) is a plus.
● Preferred certifications: ITIL V3 certification, Microsoft Certified IT Professional or Microsoft Certified Solutions Expert

Questionnaire - 30 mins

Interview -60 mins