Technical Support Specialist
4 weeks ago
The Helpdesk Support role at Resource Informatics Group is a key position that requires delivering proficient technical support in Japanese and English to internal and external stakeholders. This involves ensuring effective communication and issue resolution across language barriers.
The ideal candidate will have a strong customer service mindset, the ability to analyze systems, and customer needs, and will be able to provide specialized business solutions and make recommendations to improve efficiency.
Responsibilities include supporting customer inquiries, managing account registration, and troubleshooting application issues. Additionally, the role involves providing comprehensive documents such as technical and operational/customer manuals.
The successful candidate will have a Bachelor's degree in computer science or a related field, and 1-2 years' experience in IT support or a related field. Basic computer skills, Microsoft Outlook/E-mail capability, and MS-Office Capability are also required.
Experience with server such as Linux and Windows is a plus, as is having automotive R&D knowledge and knowledge/hands-on experience on IT networking and scripting.
Essential functions of the role include responding promptly to customer inquiries, managing customer inquiries and maintaining organized records in the ticketing system, and providing technical support for incoming queries and issues related to applications supported by the team.
The role also involves managing customer accounts daily, ensuring data accuracy, and organizing workflow to meet customer timeframes. Direct requests and unresolved issues to the designated resource, follow up on customer interactions, and record details of inquiries, comments, and complaints.
Prepare and distribute customer activity reports, maintain customer databases, communicate and coordinate with internal departments, and provide feedback on the efficiency of the customer service process.
Consistent availability to work in an office environment is also required, as is the ability to collaborate with team members to provide support to customers.
**Key Responsibilities:**
- Respond promptly to customer inquiries
- Manage customer inquiries and maintain organized records in the ticketing system
- Provide technical support for incoming queries and issues related to applications supported by the team
- Manage customer accounts daily and ensure data accuracy
- Organize workflow to meet customer timeframes
- Direct requests and unresolved issues to the designated resource
- Follow up on customer interactions
- Record details of inquiries, comments, and complaints
- Prepare and distribute customer activity reports
- Maintain customer databases
- Communicate and coordinate with internal departments
- Provide feedback on the efficiency of the customer service process
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