L1 Technical Support Agent

Publication date 2023/09/27

Work Location , Expected Annual Income :

6.0M ～ 8.0M

About the Company :

Global IT Company

Responsibilities :

Job Description:
As an L1 Technical Support Agent, you will be an integral part of our team, providing exceptional technical support to our channel partners and customers. Your main objective will be to ensure customer satisfaction by promptly addressing and resolving technical issues. This role will expose you to various aspects of our cutting-edge video management systems, advanced analytics, IP networking, and cloud infrastructure. You can expect an exciting and rewarding work experience with opportunities for career growth within our organization.

Responsibilities:
- Respond to phone calls, tickets, emails, and chats from customers and partners globally
- Troubleshoot and resolve technical issues related to our video surveillance systems and software
- Assist customers and partners in system setup, camera configuration, and software usage
- Collaborate with internal teams to resolve complex technical challenges
- Monitor and track support cases using our service desk software
- Contribute to improving customer support processes and documentation
- Stay updated on product knowledge to provide the highest level of service
- Provide support to the Inside Sales team and channel partners

Benefits :

Holidays / Leave
Social Insurance

Required Experience / Abilities / Skills :

- At least 2 years of relevant experience is a plus
- Fluent in English (verbal and written)
- Excellent communication skills, with a pleasant telephone manner
- Strong ticket management skills
- Solid understanding of IP network architecture
- Demonstrated experience in customer care and support for technical products/services
- Ability to work effectively both independently and within a team
- Detail-oriented, with strong problem-solving skills
- Minimum one relevant reference available for verification

Benefits:
- Competitive salary
- Opportunities for professional growth and advancement
- Motivating and fast-paced work environment
- Work from home days
- Participation in international internal and external events
- Pension scheme

Contact Information :

For more details please reach out to
Senior Manager
Victor Alesse
v-alesse@jac-international.jp

JOB ID : IJB2004358