HelpDesk Engineer (Japanese Speaking)
Job Type Full-time
Job Status Sourcing
Date Posted Jan24,2014
Company Information

Website: http://
Job Description


  • Handle incoming calls and emails on incidents reported by customers including Japanese customers.

  • Perform system monitoring functions within SMC.

  • Perform 1st level Helpdesk troubleshooting to resolve incidents.

  • Perform ticket creation, updating, assigning, and closing of incident tickets.

  • Perform incident escalation for those incidents that are beyond helpdesk level.

  • Contribute to helpdesk knowledgebase.

  • Generate helpdesk reports.


  • At least a Diploma / Degree and must be JLPT 3,4, and 5.

  • At least 2 years working experience in a help desk or contact centre environment with hands-on experience using Helpdesk Ticketing System, Agent phone, and emails.

  • Good knowledge on Help Desk service levels / KPIs such as 1st call resolution, response time, Average Speed of Answer (ASA), and abandoned call.

  • Able to perform shift work (2 rotating shifts).

  • Ability to communicate effectively, calmly, and patiently with both technical and non-technical customer including internal groups.

  • Ability to multi-task and be flexible with assigned work schedule.

  • Good customer service skills including verbal and written communication skills.

EA License NO : 07C5567

Kindly send in your updated resume in word document to

How to Apply

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