Premiere Global Services Tier 1 Product Support Technician -Japanese Language in Colorado Springs, Colorado
OVERVIEWJOB TITLE: Tier 1 Product Support Technician (Japanese speaking skillsrequired)DEPARTMENT: Customer CareLOCATION: Toronto, Canada, Colorado Springs, Colorado.PRIMARY OBJECTIVEResponsible for providing effective client service for all internal andexternal clients by demonstrating exceptional customer service skills;utilising technical expertise and familiarity of company products andprocedures.RESPONSIBILITIES* Ensure that clients receive quality service and requests in an efficient,knowledgeable, and timely manner by scheduling future conferences, runningattended conferences* Answering or returning internal and external queries with an efficient,knowledgeable, and timely manner* Providing real time conference assistance* Reporting problems as necessary to minimize impact to clients* Researching and resolving client complaints and concerns* Ensure that daily systems operations in the department are running smoothlyand efficiently by assisting with software and hardware testing;* Reporting any concerns about system functionality to the appropriatepersonnel* Compiling Statistical data for report creation and future use* Performing other duties that may be required to enhance customer support oraid the company in achieving its objectives* Ensure that clients (internal and external) are continually providedadequate and professional communications by answering calls from salesrepresentatives providing usage information and troubleshooting problems* Proactively contacting clients regarding on-going issues* Handling clerical duties relating to the conference calls, performingvarious CD duplication procedures* Any other related Customer Care duties as requiredOther relevant and business essential duties may be assigned as needed.SKILLS AND EXPERIENCE* Fluency in Japanese is essential* Fluency in a second language would be an advantage* Minimum of 1 to 2 years Customer Service experience* Excellent speaking voice* Accurate typing of approx 30 wpm* Excellent working knowledge of Microsoft applications essential* Excellent interpersonal and communication skills (both written and verbal)* Problem resolution skills* Accuracy and attention to detail is essential* Excellent organizational and prioritisation skills* Ability to work well both independently and in a team environment* Ability to work alternate shifts is a job requirement* Ability and flexibility to perform all other job-related and ad-hoc dutiesas required.ATTITUDE AND BEHAVIOURS* Is an excellent communicator, and understands quality concepts andcustomer service.* The ability to work as part of a group and also be able to workautonomously.* Enjoys customer contact and continues to work well under pressure.* Confident in decision making under pressure and taking ownership ofdecisions made.* Has a strong attention to detail.* Reliable and punctual.