Deskripsi Pekerjaan
Join Esri, the global leader in geographic information system (GIS) technology, as a Tier 1 Support Analyst with Japanese language skills. In this role, you will be the first point of contact for Japanese-speaking clients who require technical assistance with Esri's cutting-edge GIS software and solutions. Your expertise will help ensure our customers receive timely and effective support, enabling them to maximize the value of their GIS investments.
As a Tier 1 Support Analyst, you will utilize your technical knowledge and language proficiency to troubleshoot software issues, answer product inquiries, and provide exceptional customer service. This position offers an excellent opportunity to grow your career in the GIS industry while leveraging your language skills in a global environment. Esri provides comprehensive training and resources to support your professional development.
Located in Shah Alam, Selangor, this full-time position is perfect for bilingual professionals who are passionate about technology and committed to delivering outstanding customer experiences. If you're ready to make a difference in the world of GIS while utilizing your Japanese language skills, we encourage you to apply for this exciting opportunity at Esri.
Tanggung Jawab
- Provide first-level technical support to Japanese-speaking clients via phone, email, and chat channels
- Diagnose and resolve software issues related to Esri's GIS products and services
- Document all customer interactions, cases, and resolutions in the CRM system
- Escalate complex technical issues to Tier 2 or Tier 3 support teams when necessary
- Conduct thorough research to find solutions to customer inquiries
- Collaborate with cross-functional teams to improve support processes and documentation
- Maintain up-to-date knowledge of Esri's product offerings and technical solutions
- Monitor customer satisfaction metrics and strive to exceed service level agreements
Kualifikasi
- Fluency in both Japanese and English languages (written and spoken)
- Bachelor's degree in Information Technology, Computer Science, or related field
- Previous experience in technical support or customer service role
- Strong problem-solving abilities and analytical thinking
- Excellent communication skills and customer service orientation
- Familiarity with GIS concepts and technologies is a plus
- Ability to work independently and as part of a team in a fast-paced environment
- Basic knowledge of software troubleshooting methodologies