Deskripsi Pekerjaan
Are you a tech-savvy problem solver with a passion for languages? Esri is seeking a dedicated Tier 1 Support Analyst - Japanese to join our dynamic team in Shah Alam. In this pivotal role, you will serve as the first line of defense for technical support, bridging the gap between our clients and our technical solutions. You will be responsible for delivering exceptional customer service, diagnosing and resolving a wide range of technical issues, and ensuring our Japanese-speaking clients receive seamless assistance. If you thrive in a fast-paced environment and want to contribute to a global leader in GIS technology, we encourage you to apply.
As a Tier 1 Support Analyst at Esri, you will play a critical role in maintaining our high standards of service delivery. You will utilize your strong communication skills to translate complex technical concepts into clear, actionable instructions for end-users. We are looking for someone who is not only proficient in Japanese but also possesses a deep understanding of IT operations and a genuine desire to help others succeed. Join us and be part of a culture that values innovation, collaboration, and excellence.
Tanggung Jawab
- Provide first-level technical support and troubleshooting for hardware, software, and network-related issues via phone, email, and chat.
- Act as the primary point of contact for Japanese-speaking clients, ensuring clear and effective communication in Japanese.
- Log, track, and manage all incoming support tickets in the ticketing system, ensuring timely resolution and follow-up.
- Communicate technical information and status updates to clients in professional and user-friendly Japanese.
- Collaborate with Tier 2 and Tier 3 support teams to escalate complex issues and facilitate knowledge transfer.
- Document common issues and solutions in the knowledge base to improve overall support efficiency.
- Maintain a positive and professional demeanor when handling high-volume inquiries and frustrated users.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
- Minimum of 1-3 years of experience in a Tier 1 IT Helpdesk or Technical Support role.
- Native or Fluent proficiency in Japanese (JLPT N2 or higher is highly desirable).
- Strong command of English language skills (both written and verbal).
- Familiarity with operating systems (Windows 10/11, macOS) and office productivity software (Microsoft Office Suite).
- Excellent problem-solving skills and the ability to think critically under pressure.
- Strong customer service orientation with a proactive and empathetic attitude.