GTCS Analyst Level 1 - Korean Speaker

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Req #6553

Duties & Responsibilities:
✓Answer incoming technical support calls, chats and emails.
✓Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
✓Provide resolutions by identifying systematic problems, researching answers, guiding test center administrators through the corrective steps.
✓Document details of cases and prioritize according to urgency and importance in Salesforce.
✓Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions.
✓Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
✓Identify, recommend and communicate changes to existing procedures
✓Work on projects and special initiatives as approved by team leads and managers.

Requirements:
✓Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
✓Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
✓Able to speak fluent English & Korean.
✓You care deeply about your performance and your team’s performance
✓Logical thinker with good analytical and problem-solving skills
✓Up-to-date technical knowledge
✓Understand Basic User & Security Group Active Directory administration.
✓An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
✓Good interpersonal and customer care skills
✓Good accurate records keeping

• Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia