IT Service Desk Agent- Japanese Speaker

7 days ago

Cyberjaya, Malaysia NSC Global Full time

Overview:
Nscglobal provides network implementation and management solutions to a number of industry

leaders, with a focus on enhancing operational simplicity and offering cost savings. “We offer quality

build design, deployment, support and management of our client’s communications infrastructure,

assisting them in becoming more agile and maintaining commercial advantage in a highly

competitive industry” nscglobal is a U.S and European Cisco Global Gold Certified Partner with

corporate headquarters in the United Kingdom (London) and the U.S (New York) with a local

presence in 25 countries and a 180 country wide partner coverage.

With a commitment to service delivery and operational management nscglobal has recorded year on

year growth with a current recruitment drive for a number of Customer Services Associates to be based in on site with our client.

**Role overview**

The client's Conference Service provides Audio and Web Conference services to the client with customer

care provided in several languages for the “audio” portion and web connection portion of the Global

Conference Services.

The client's systems are in English and require the CSA to translate in real-time (requires native

speakers of the required language plus English - speak/write)

The Services shall include, but not limited to - profile creation, reservation completion, call launch

support and real time assists for conferences in progress.
- customer service, voice/conferencing service - not technical in nature
- basic understanding of easy to handle administrative tasks

**Responsibilities**:

Create, Change and Delete Reservationless Registrations
- Read Summary Scripts
Support for conference call assistance
- Required after customer makes 3 attempts trying to get into a conference call
- Participants call will be routed to Supplier’s CSA.
- Assistance would be to locate the hosts conference
- CSA can join, in a private conference, with participant.
- CSA helps participant join web conference
- Support for troubleshoot or isolate conference issues.
- This may require the CSA to work as a translator with AT&T to assist in trouble isolation and resolution.
- The CSA can also assist in coordinating another troubleshooting session with the customer.
- Support for conference history and billing questions
- Locate Conference
- Transfer customers to other client's customer care organizations
- Provide information to customers about the conference touchtone commands.
- Scheduling of Conference Calls - Audio and Web
- Support for demand reservations
- Support for later reservations
- Support for recurring reservations
- Call types - dial in only, dial out only, dial in and out
- Support Operator assisted Dial In calls
- Meet and greet
- Capture optional data (name, location and phone) - send out
- Transfer customers to other client's domestic customer care centres for, but not limited to,
- The client's Teleconference Helpdesk, certain Audio Conference requests, Web Conferences, and Billing inquiry

Qualifications:
**Skills/Abilities**
- Good communication skills
- Ability to handle stress (time)
- Fluent in Japanese as well as able to read, speak and write in English

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