GTCS Analyst Level 1 - Korean Speaker

Duties & Responsibilities:
✓ Answer incoming technical support calls, chats and emails.
✓ Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
✓ Provide resolutions by identifying systematic problems, researching answers, guiding test center administrators through the corrective steps.
✓ Document details of cases and prioritize according to urgency and importance in Salesforce.
✓ Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions.
✓ Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
✓ Identify, recommend and communicate changes to existing procedures
✓ Work on projects and special initiatives as approved by team leads and managers.

Requirements:
✓ Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
✓ Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
✓ Able to speak fluent English & Korean.
✓ You care deeply about your performance and your team’s performance
✓ Logical thinker with good analytical and problem-solving skills
✓ Up-to-date technical knowledge
✓ Understand Basic User & Security Group Active Directory administration.
✓ An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
✓ Good interpersonal and customer care skills
✓ Good accurate records keeping