IT Support Analyst

Company background

Our client is one the world's leading listed stock exchange IT company in Asia, which is now based in Kuala Lumpur, is hiring for large headcounts of IT Support Analyst (Japanese and Korean Speakers) for upcoming corporate projects, and to sustain the ongoing corporate projects.

Job Description:

Job responsibilities:

• Respond to customer inquiries and provide technical support via phone, email, chat.
• Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.
• Escalate complex issues to the appropriate team or senior support staff when necessary.
• Document and track customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.
• Collaborate with cross-functional teams, including product development and quality assurance, to address and resolve recurring technical issues.
• Stay up-to-date with the latest product knowledge and industry developments to provide accurate and timely assistance to customers.
• Provide minor product training to customers, guiding them on how to effectively use the product and its features.
• Maintain a high level of professionalism and customer service while interacting with customers, ensuring their needs are met and their questions are answered promptly.
• Continuously improve customer support processes and procedures by providing feedback and suggestions for efficiency and effectiveness.
• Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.
• Customer Support: Assist in responding to customer inquiries and resolving issues via email, chat, and phone in Japanese/Korean.
• Technical Support: Provide IT Network support over phone, Email, and chat.

Job requirements:

• Strong attention to detail and accuracy in interpretation.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Open to rotational shift or Fix shift (9am - 6pm, Monday - Friday)
• Preferably at least 1 year of customer service experience (Fresh graduates are welcome to apply)
• Open to all educational level
• Good communication skills in both Japanese or Korean and English.
• Language certificates at least TOPIK 4 (Korean language certificate) or JLPT N2 (Japanese language certificate)
• Open to Native Korean (Expatriates)
• Open to Native Japanese (Expatriates)

Qualified and interested candidates can apply by clicking the button below or sending your updated resume to khim@asiarecruit.com.my.

Consultant in charge of the role:

Yee Khim Ong
Recruitment Consultant
WhatsApp no: +60 16-390 3926