Support Specialist
2 days ago
ROLE: Japanese - Technical Support
Location: Kuala Lumpur, Malaysia.
Salary: RM 15,000
Language: Japanese
Education: Diploma and above holder
Joining Date: ASAP
Required Skill-set : Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Sole
SiSign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM.
Job responsibilities/Skill-set
* Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Sole Sign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM
* Minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone
* Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite and ticket management software (e.g. Zendesk, Salesforce, etc)
* Self managing with the ability to problem solve with minimal supervision
* Capability to absorb high volumes of information across multiple resources (technical documentation and product information without SSOT) .
* Structured multitasking and prioritization skills to efficiently handle between 20 complex cases daily
* Strong critical thinking and analytical skills to isolate, investigate, reproduce and resolve hardware and software issues while leveraging engineering level troubleshooting tools.
* Collaborative interpersonal skills with experience working in a cross-functional team environment
* Multifaceted with the ability to thrive in a fast-paced environment while maintaining a high level of attention to detail on customer cases.
* Agile with swift adaptation to constant product and process changes
* Confident verbal and written communication skills; excellence in empathy and rapport building
* Diligence to follow processes, procedures and provide feedback for improvement opportunities
* Previous background working in a support tiered model
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