Helpdesk and Service Delivery Agent

Company Overview
ネットワーク機器およびデータセンター用装置類の新製品と再生品を提供するグローバル最大手企業

Job Description
As the Helpdesk & Service Delivery Agent, you will be working with our Global Service Operations Team. You will be responsible for managing incoming services tickets, calls and emails to create incident tickets and route to the appropriate support groups for processing. You will be the Single Point of Contact for customers providing constant updates on their tickets. This important role will handle the logistics of allocating parts and labor resources for all customer Service Events.

Duties and Responsibilities:
- Be the Single Point of Contact to customer, vendor and internal team for assigned tickets.
- Coordinate the dispatch of Parts, Field Engineers and service schedules.
- Ensuring that service is rendered within the stipulated SLA.
- Follow up with customers, provide feedback and see problems through to resolution.
- Ensure proper recording, documentation and closure of tickets.
- Database analysis to ensure that we have proper parts allocation in our various coverage regions to successfully support our customers.
- Preserve and grow your knowledge of help desk procedures, products and services.

Requirements
Personal Qualities:
- Thrives in a fast-paced collaborative environment.
- Excellent customer service skills in highly stressful situations.
- Strong oral, written, and interpersonal communication skills to work effectively with internal and external customers.
- Ability to convey confidence in phone and interpersonal communications.xcellent problem solving skills where problems may be complex or hard to diagnose.
- Effective with time management and prioritization.
- Flexible attitude and ability to adapt to changing priorities.
- Enjoys working with teams.

Professional Qualities and Experience
- Fast paced work environment; Excellent multi-tasking skill while demonstrating strict attention to detail able to handle multiple priorities with little or no direction.
- Ability to exercise judgment and make sound decisions under pressure.
- Must demonstrate a positive and professional image at all times.
- Exceptional customer service skills, and a positive "can-do" attitude.
- Proficient in both English and Japanese.
- Knowledge of Cisco devices and OEM Servers will be an advantage.
- Proficiency in working with Oracle will be an advantage.
- Bachelor's degree in computer science, information systems or other technical discipline preferred, or equivalent combination of education and work experience in engineering, information systems, accounting or finance
- Excellent verbal and email communication skills
- Confidence on the phone.
- Ability to exercise judgment and make sound decisions under pressure.
- Must demonstrate a positive and professional image at all times.
- Exceptional customer service skills, and a positive "can-do" attitude.
- Proficient in both English and Japanese.
- Knowledge of Cisco devices and OEM Servers will be an advantage.
- Proficiency in working with Oracle will be an advantage.
- Bachelor's degree in computer science, information systems or other technical discipline preferred, or equivalent combination of education and work experience in engineering, information systems, accounting or finance
- Excellent verbal and email communication skills
- Confidence on the phone

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