About the job Service Desk Agent
Job Description
Roles & Responsibilities:
Service Desk Agent
1) Timely answer/receiving customers service requests and input them into the Ticket system;
2) Define the priority for service requests then assign to Key engineers accordingly;
3) Ensure each case meet SLA and monitor our engineers to update the service status regularly;
4) Ensure engineer close case timely;
5) As for P1 and P2 case, send E-mail to the relevant Managers regularly;
6) Keep good communications with the customers, partners and engineers;
7) Make regular service reports, etc.;
9) Sort out and update customers information;
10) Understand all customers SOW and SLA;
11) Arrangement preventive maintenance activity for customers;
12) Finish any other tasks assigned by Managers.
Requirements:
* 2 year working experience as Call center agent, Desktop support, Technical background on IT and network
* Highly motivated self-starter; Good relationship; Good team player; Builder with strong diplomacy skills;
* Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they Do.* Excellent Language capability in English, Japanese