Posted Jun 10, 2019 12 views
Position Description:
We’re looking for a driven, energetic and detailed-oriented individual to join our Support department as a Level 1 Support Agent. In this position, you will act as the main liaison for our customers, providing direct support and guidance in using Vroozi products. It is mandatory for you to know Japanese language.
You will be responsible for processing inbound Support requests via email, ticketing system, chat, and phone for a variety of different customers and their use cases.
Responsibilities:
1. Triage and diagnose Level 1 customer requests
2. Understand the customer’s direct needs and use case for possible escalation
3. Assist customers directly via screen shares to get to the root of the issue quickly
4. Provide best practices around using Vroozi products efficiently
5. Act as a liaison for bug and feature request filing
6. Work directly with Account Management, Engineering, and the Product team to understand our customers’ needs, and how we can improve Vroozi to meet the customer demands
7. Communicate with customer within stipulated SLA timeline in writing or via phone call where applicable
8. To update Zendesk knowledge management page with the ticket resolves for future reference to other Vroozi support persons
9. Responsible to obtain the information from Prod Owners, Dev Front End, Dev Back End, Integration Team or Leadership Team regularly for daily Zendesk status update and follow ups for open tickets
10. Update the Zendesk ticket status with information received from Vroozi L2/L3 support level resources and communicate the ticket owner (Internal/External) with the status regularly
11. Keep himself updated with the product changes by following with new releases/deployments and get hands on knowledge on changes from the product owner team on timely fashion for effective L1 support
Desired Skills and Experience
· Proficeint in Japanese Language
· College Degree or equivalent
· 1+ years’ experience in a Support role
· Excellent verbal and written communication skills
· Highly professional, and customer success oriented
· Positive attitude, team-oriented, and a self-learner
KPI’s:
A. SLA compliance level (number of breaches)
B. Issue escalation to Vroozi management level by customer
C. ZenDesk status and contents update satisfaction level
D. Customer satisfaction survey report
Desired location Lahore however, this could be a remote job as well so if you know Japanese language, feel free to apply. Location is not a barrier.
Skills
Job Details
Vroozi Labs
Vroozi was founded to help companies of all sizes and industries transform their supply chain operations. Our mission is to deliver innovative e-Procurement solutions which help companies discover, search, negotiate, and order goods and services from suppliers all over the world – easily and efficiently. No hardware. No software. No implementation. Better business shopping has arrived.
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