Japanese IT Service Desk


Job ID:



Quezon, NCR 




65000-90000 per month

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Employment Type:

Full time




Customer Support: Call Center

Job Description:

• To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
• Pharma and healthcare processes/domain background/knowledge
• To maintain a high degree of customer service for all support queries and adhere to all service management principles. 
• Minimal to good navigation and technical understanding on Veeva CRM and Veeva Vault Applications, high-level process and function how they work and used
• Preferred 1-2 years of experience on SalesForce.com or Veeva etc.
• iOS high-level understating and troubleshooting (iPad and iPhone)
• To take ownership of user problems and be proactive when dealing with user issues. 
• Identifying the issue and categorizing / prioritizing the incident
• Strong interpersonal skills are a prerequisite. 
• Ability to work effectively in a dispersed team and individually. 
• Routing / Chasing of tickets with other resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage confirmation
• Creating child tickets and  tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)
• Conduct Audits and Mentor L1 Team Members
• Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
• Being compliant to all process and procedures

Job Requirements:

-Open to native and non-native speakers
-Natives must have a Visa
-Must have completed 2 years in college
-Must have a BPO support background with basic tech troubleshooting
-Technical Support, IT Support or IT Service Desk background is an edge
-Must be fluent in speaking Japanese language both in oral and written communications
-Language Certifications and Examinations is an edge
-Amenable to work in shifting schedule/Nightshift
-Can start Asap
Company Info
Collabera Technologies Private Limited, Inc
Makati City, NCR, Philippines

Company Profile