Help Desk Professional (Bilingual-Japanese/English Speaking)

WORK FROM HOME OPPORTUNITY

 

Candidates must be proficient in Japanese and English.  If you have attended a school to learn the Japanese language you must meet the requirement of a minimum language certificate 1 in Japanese.  This level is normally reached after studying Japanese for 900 hours or candidates must have used Japanese as a means of consistent communications for six months. 

Summary of Responsibilities:

Under general supervision, provides quality phone and technical support with a high degree of customer satisfaction, technical expertise, accuracy and timeliness.  Represents Apollo Health Street in a broad range of customer contacts and transactions, primarily via telephone.  Works on weekends, holidays and/or rotating shifts as needed.

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Roles and Responsibilities:

 

1.  Addresses the individual service needs of each customer and provides solutions

for each contact enlisting technicians, vendors and escalation techniques.  Answers and records incoming problems, or requests and updates customer cases, following Help Desk management applications. Records, resolves or escalates customer requests or problems in accordance with Standard Operating Procedures and pre-defined case recording or escalationguidelines.Reviews and actively pursues a resolution to all cases daily where he or she is the Help Desk Professional or where the case is referred to him or her. Notifies customers of scheduled outages, known problems and other updates to distribute information and optimize revenue. Researches, resolves and responds, in accordance with Standard Operating Procedures, to all requests and contacts received via telephone, mail, chat and e-mail.

 

2.  Works as a team with all Help Desk Professionals, Help Desk Team Leads, Help 

Desk Managers and the Help Desk Program Manager.  Assists fellow Help Desk Professionals with activities when his/her queue is caught up or empty. Participates in team projects that enhance the quality or efficiency of Help Desk services.

 

3.  Participates in ongoing trainings to gain and maintain proficiency as a Help  

Desk Professional and to gain additional knowledge for professional development.  Participates in required trainings and independent study trainings offered by Apollo Health Street, Inc. Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers. Maintains all Customer Care and Help Desk handouts, professional manuals, and training/instructional information in an organized fashion within his/her desk or workspace.

 4.  Maintains a high level of organizational commitment to Apollo Health Street, Inc.,

including its customers, management and other professionals. Communicates with customers, management and professionals of Apollo Health Street to determine and address their specific needs in order to exceed expectations on every contact.Carries out other duties as assigned to encourage cooperation and contribute to excellent performance.

 Required Skill Set: Help Desk ProfessionalHigh school diploma or equivalent One year experience providing technical support including supporting or troubleshooting various technologies Excellent verbal and written communication skillsSEE BILINGUAL REQUIREMENTS ABOVE

Preferred Skill Set:  Help Desk ProfessionalPrevious experience in a Help Desk/Call Center environment. 

§ CHDP is preferred; If candidates does not have this certification, it must be completed within the first 30 days in this position or as soon as it is offered in the area.