Job description
Responsibilities:
- Respond to customers' enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
- Front line owner for the tickets coming from the users (doing the follow-up of the tickets during their lifecycle) SPOC and responsible of the escalation to other groups.
- Analyze the information about the user's issue, collect as much information as possible (computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots). Logging and classifying all calls and requests for assistance in the customer relationship management system.
- Keep ownership of the ticket till the issue is completely solved and/or verify that suggested solutions effectively resolve the users' problems through verbal or email follow up.
- Manage the resolution process for customers relating to data and applications for a particular product/s, providing 1st level support and troubleshooting of Amaris customers in several technologies/tasks (password resets, printer configurations, break/fix instructions, Windows systems and MS Tools, networking, etc.)
- Communicate with the customer by email and/or telephone following the SLAs agreed.
- Identify and escalate problems affecting the number of customers or influencing the timely resolution of one customer's enquiry.
- Recognize and escalate recurring problems, inferior processes, or outdated procedures.
Requirements:
- Technical skills (Junior IT knowledge – remote support experience)
- Desktop support
- Active Directory
- Printers/Hardware
- Windows OS
- Basic IT knowledge
- Networking (VLAN, DNS, VPN, etc)
- End user applications (MS Office, etc)
- ITIL knowledge is a plus
- Fluent Japanese
Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
Who are we?
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7500 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:
Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!
Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.
As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.
We look forward to meeting you!