Provides the most advanced technical support to client customers by handling complex customer cases under minimal supervision
Job Summary
Provides the most advanced technical support to client customers by handling complex customer cases under minimal supervision.
Responds to escalated and unresolved calls, and questions from less experienced Technical Support Advisors, requiring extensive knowledge of organization, products, and/or services.
Ensures service delivered to customers meets contractual Key Performance Indicators (KPIs) and coaches/trains support professionals in technical skills and customer service.
Matching Summary
Provides the most advanced technical support to client customers by handling complex customer cases under minimal supervision.
Skills & Requirements
Must-have
advanced technical support
complex customer cases
hardware, software, networking
client technical systems
Japanese language proficiency
Nice-to-have
strong customer service orientation
excellent communication skills
problem solving skills
team member
attention to detail
Key Requirements
Associate’s Degree in related technical discipline
three to five years of related technical experience
recognized and applicable technical certification(s)
12 to 18 months of call center experience (Philippines)