Respond to user inquiries and resolve technical issues via phone, email, or chat in English, Japanese, Korean, Mandarin, or Cantonese depending on proficiency.
Create, document, and manage support tickets using ITSM systems, ensuring accuracy in issue description, categorization, and priority setting.
Troubleshoot common issues related to :
- Network connectivity
- Operating systems (Windows, macOS)
- Office 365 / Microsoft applications
- IT workplace tools and business applications
Follow Standard Operating Procedures (SOP) and Knowledge Base (KB) to provide consistent solutions.
Escalate complex issues to Level 2 / Level 3 teams and follow through until resolution.
Maintain a high standard of customer service to achieve Service Level Agreements (SLAs).
Work on rotational shifts, 5 days per week, 9 working hours per day (including 1-hour break), within the operational window of 06 : 00 AM to 12 : 00 AM . No fixed off day – rest days are based on rotational shift arrangement.
Key Responsibilities
Respond to user inquiries and resolve technical issues via phone, email, or chat in English, Japanese, Korean, Mandarin, or Cantonese depending on proficiency.Create, document, and manage support tickets using ITSM systems, ensuring accuracy in issue description, categorization, and priority setting.Troubleshoot common issues related to :Network connectivity
Operating systems (Windows, macOS)Office 365 / Microsoft applicationsIT workplace tools and business applicationsFollow Standard Operating Procedures (SOP) and Knowledge Base (KB) to provide consistent solutions.Escalate complex issues to Level 2 / Level 3 teams and follow through until resolution.Maintain a high standard of customer service to achieve Service Level Agreements (SLAs).Work on rotational shifts, 5 days per week, 9 working hours per day (including 1-hour break), within the operational window of 06 : 00 AM to 12 : 00 AM . No fixed off day – rest days are based on rotational shift arrangement.Requirements
Education & Experience
Diploma or Degree in IT, Computer Science, or related field (preferred)Minimum 1 year experience in service desk or IT supportFresh graduates with strong language ability may also be consideredLanguage Proficiency
Fluent in English and Cantonese, with proficiency in either Mandarin, Japanese, or Korean.Japanese – JLPT N2 or above (able to read Hiragana & understand Kanji)Korean – Native level or TOPIK Level 5 and aboveSkills & Attributes
Strong problem-solving and analytical skillsGood communication and interpersonal abilitiesCustomer-oriented mindset with attention to detailAbility to work in a fast-paced, shift-based environment#J-18808-Ljbffr
