NATIVE LEVEL JAPANESE & Fluent English (Bilingual) Customer Service Desk Analyst - Call Center - Help Desk

We’re looking for someone who have a passion for customer service and technology. If exceeding customer expectations is what you’re all about, we want to talk to you!



SPECIAL REQUIREMENTS

Must be able to work eight-hour shifts between 8pm – 7am permanently
May be required to perform on-call / shift work over weekends
Fluency in Japanese/English is a must


MAIN PURPOSE OF POSITION

Provides responsive technical support to customers in solving product functionality problems. May also provide background support for other Tier 2 team members.


KEY POSITION RESPONSIBILITIES:

Passion for customer service and technology, the desire to exceed customer expectations
Responds to customers' telephone, chat , email, forums, twitter or other social media queries regarding customer requests
Facilitate and champion the resolution of all open issues
Determines the nature and likely causes of the problem, recommend corrective action and guide the customer through the necessary steps
Ensure that all escalations follow proper process and get followed up appropriately with the customer
Acts as interface with third party suppliers (these may be internal or external contacts)
Assists Quality Assurance by testing products and reporting problems
Makes recommendations regarding technical support procedures
Assist with developing documentation for distribution to the team and for our customers
Provides technical support and assistance to sales personnel and customers through the selling cycle; provides product installation and customization as well as after sale support


KNOWLEDGE, SKILLS & ABILITIES

o Understanding of the following:

o 2 - 3 years' experience in a call centre customer support environment (e-mail, phone support, live chat, etc.)

o Ability to document frequently asked questions (eg., 'How do I perform this procedure')

o Experience with and strong understanding of some or all of the following:

o Domain management, domain lifecycle

o E-mail protocols, webmail software, IMAP, POP3, SMTP, Spam/Abuse

o DNS, DNS management tools

o Network tools (traceroute, dig, telnet, whois, etc.)

o IP notation, CIDR

o SSL certificates (issuing, installation, troubleshooting)

o Experience with WHMCS, Marsupial Boxeo, cPanel, Parallels Plesk

Experience with and familiarity with the UNIX family of operating systems: Linux on Intel
o Linux (Ubuntu, Redhat)



Experience with and strong understanding of some or all of the following:
o Microsoft SQL Server (7.0, 2000, 2005)

o Microsoft Windows 2000, 2003 Server

Experience with the following would be considered an asset:
o API integrations, XML, Restful, JSON, shell scripting, PHP, programming skills

o Familiarity with ticketing systems

o Identifying potential customer opportunities and cross selling products

o Forging relationships with potential clients



EDUCATION

A degree or diploma in Computer Science or equivalent, a minimum of
1-2 years experience in an Internet/customer support related environment

 

INTERPERSONAL AND OTHER SKILLS

Excellent verbal and written communication skills
Must be able to learn new applications quickly
Attention to detail required, must be methodical and thorough in problem solving
Must be team-oriented
Strong customer service orientation
Able to maintain a calm, professional approach when dealing with difficult situations

Interested candidates please apply directly via our company site:
http://www.tucows.com/careers/