Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Japanese Bilingual Technical Support  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    24th Floor, Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2020-04-02T16:00:00+00:00
Job closed.

Job Description

  • Respond to requests and queries from customers using the client's products/services in the local language or English while ensuring Customer Satisfaction. Manage and answer Internet-based inquiries from customers via email, live-chat or phone if needed
  • Analyze problems regarding non-functioning software and recommend corrective action. Recommend solutions to customer’s application questions.
  • Provide proactive and reactive customer service to ensure the customer is receiving adequate support from the company.
  • Develop strong working relationships with cross-functional teams across the client and coordinate with various departments within the company to ensure that customer needs are handled promptly.
  • Develop and maintain technical expertise in all client's products/services.
  • Research, document, and escalate cases according to procedure or protocols.
  • Champion customer-driven feedback to functional areas to influence process/product improvements.
  • Develop positive customer (internal and external) relations.
  • Actively participate in job-related training.
  • Author or translate technical documents in different languages as needed on common issues and solutions to build the knowledge base.
  • Conduct Technical Tests for existing and prospective customers. Collaboration with Account Management team members to address account-level issues.
  • Assist with technical testing and issue resolution, such as those related to firewalls or media issues with Adobe Flash, Virtual Classroom or our client's Products/Services may also be necessary.
  • Conduct all customer interactions in a manner that presents our client in a positive light.
  • Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
  • Must be able to troubleshoot software problems and provide quick and effective solutions to resolve issues

Minimum Qualifications

  • 2 to 4 years of equivalent work experience in a fast-paced technical support environment.
  • Excellent verbal and writing communication skills (fluency) in English and Japanese. Written and spoken skills in another language is a plus.
  • Excellent computer skills and familiarity with the Internet and SaaS business model.
  • Must have excellent soft skills and a “can-do” attitude.
  • Must be a team player and open to working in a diverse cultural team while maintaining local culture and policy requirements
  • Proficient with Windows Operating system, Microsoft Excel, Word, PowerPoint, and Outlook.
  • Should be familiar with multiple web browsers (IE, Firefox, Safari, Chrome) and operating platforms (Windows and Mac). Device support experience (phones, tablets) a plus.
  • Proven technical aptitude. Experience or knowledge in software applications along with experience using the Internet and web-based solutions.
  • Working experience in any standard CRM tools, screen-sharing, effective communication, software quality assurance tools, and collaboration tools.
  • Superior customer service skills with experience in handling difficult customer situations. Ability to manage multiple projects, set priorities, work independently with changing priorities, and perform under pressure.
  • Ability to work with sensitive and confidential material and possess excellent judgment. Ability to acquire and apply new technical knowledge quickly.
  • Strong Troubleshooting and analytical skills to be able to isolate technical issues for resolution or escalation.
  • Developing networking and protocol knowledge: SMTP, DNS, FTP, SSH, TCP/IP, RMTP. Candidate should be ready to use a script or knowledge base article to explain these protocols along with a fundamental understanding of proxy servers and settings.
  • Strong organizational, time management and prioritization skills.

Perks and Benefits

  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave

Required Skills

  • Customer Service
  • Technical Skills
  • Critical Thinking
  • Technical Support
  • Communication Skills

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
15th Floor Fort Legend Tower, 3rd Avenue cor. 31st Street, Bonifacio Global, City, Taguig, 1634 Metro Manila
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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