&Evolve

Product Support Analyst Tier 2 – Japanese Speaking

&Evolve

full-time

Posted on:

Location Type: Hybrid

Location: Vietnam

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About the role

  • Provision of an excellent support service
  • Owning, troubleshooting, diagnosing and resolving problems
  • Ensuring timely escalation where necessary
  • Assisting colleagues
  • Communicating quickly and efficiently at all levels across a Global team
  • Reporting issues and recommending process improvements
  • Coaching and mentoring colleagues to expedite case resolution
  • Conducting root cause analysis where necessary
  • Actively contributing to case reduction initiatives

Requirements

  • Ability to efficiently plan and prioritise workload to meet deadlines.
  • Expertise or knowledge relating to a specified Keyloop product / module.
  • High level of investigation, analytical, problem solving and trouble shooting skills.
  • Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
  • Able to articulate simply complex problems or issues.
  • Knowledge and understanding of customer expectations.
  • Coaching and mentoring skills.
  • Ability to influence and overcome objections.
  • Ability to interact with all levels of Keyloop customers and associates.
Benefits
  • Good standard of education
  • Experience of working with customers
  • ERP Application support
  • Experience of supporting customers to a high level of performance productivity and customer satisfaction
  • Understanding of the automotive industry and specialism in one business or technical area (front office, back office, accounts, HSP, networks etc.)
  • Bachelor’s Degree in Computer Science (or equivalent)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdiagnosingroot cause analysisproblem solvingcase resolutionprocess improvementsKeyloop product knowledgeanalytical skillsinvestigation skillscase reduction initiatives
Soft Skills
communication skillscoaching skillsmentoring skillsplanning skillsprioritization skillsinfluencing skillsinterpersonal skillsproblem articulationcustomer expectation understandingteam collaboration