Technical Solutions Cons II (Non-Native Japanese Speaker - Team Lead))

Technical Solutions Cons II (Non-Native Japanese Speaker - Team Lead))

DXC Technology India
Kuala Lumpur Selangor
Not Specified
Not Specified

Job Description

Job Description :
Job Description:
The Team Lead is the technical escalation point for the Incident Management process, they provide desk side support to TSAs, ILCs or ICOs and can take over the call/ticket if and when needed.
The Team Lead is the primary facilitator of knowledge transfer and will proactively identify training requirements for the team. They will deliver the training to new hires or existing tech’s, and are responsible for setting up the specific schedule for these based on the schedule and coordinating all logistics related to the training. They are also responsible for the Client specific knowledge base and Routing Matrix.
  • Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
  • Capable of being self-managed
  • Ability to follow specific processes and procedures.
  • Ability to apply analytical and investigative skills to resolve customer issues.
  • Committed to self-development
  • Team player
  • Excellent customer service, telephone, oral and written skills
  • Previous IT call center experience is essential.

Responsibilities & Activities:
  • Central escalation point for TSA; help Agents on their desk by answering questions or giving hints/tips.
  • Focused technical escalation management ensuring that root-cause analysis on problems is promptly executed and that workarounds and solutions are speedily identified, tested and implemented.
  • Approach and help agent(s) at the request of Team Lead, ICO or ILC.
  • Perform Case Monitoring Assessments and provide feedback to Agents to drive service improvements and highlight any underlying concerns to Team Lead and SDS.
  • Remain well versed in help desk policies, procedures, standards and documentation.
  • Resolve Tickets within scope of responsibilities according to defined procedures.
  • Route Tickets to relevant RG.
  • Complete technical assessments at interviews of potential new hires.
  • Work with Team Lead to ensure streamlined implementation of New Hire process (account creation requests, etc).
  • Setup PCs for new hires, upgrade PCs where needed.
  • Identify training needs and maintain all Nestle R&D specific training material.
  • Provide technical and process training.
  • Attend knowledge transfer meetings with Customer where applicable.
  • Drive knowledge transfer within the team.
  • Submit knowledge base articles to ensure all technical support information is up-to-date in the knowledge management tool.
  • Drive initiatives to ensure maximum KB usage.
  • Provide relevant support to TSA/ILC to increase resolution at the first point of contact.
  • Provides a leadership role in identifying the root cause of problems in the course of the root cause analysis.
  • Provide input/feedback to QA team where required.
  • Available for work at the scheduled shift start time.
  • Correctly adhere to the schedule and manage breaks.
  • 98% attendance or above.
  • Contact management within 1 hour before scheduled shift start time if not coming in to work or lateness.
  • Keeps management informed in a timely manner on any schedule changes.
  • Correct use of aux codes and a responsible approach to these at all times.
  • Adhere to the phone login/TMS procedures.
  • Focus on building good working relationships within the team, with the Customer Care team and other Resolution Groups.
  • Answer incoming calls to assist with volumes during extreme volumes, outages, etc.
  • Provide input to Change Request Management process and highlight to SDS/SDM potential impacts.
  • Adhere to all DXC Policies & Procedures – Including Security and SOBC

Core Competency:
  • Excellent written and oral Japanese
  • Analytical trouble shooting skills
  • Excellent communication skills (within team and with customer Resolution Groups)
  • Relevant Third Level Qualification or equivalent
  • In-depth knowledge of PC hardware and software (A+ Certification a bonus), Windows operating systems and Microsoft Office Suite
  • Understanding of network topology, drive mapping, etc (N+ Certification a bonus)
  • Network and local Printer setup and configuration
  • Working knowledge of PDAs/other handheld devices and Virus Scanning software is desirable
  • Ideally 2 or more years’ experience in a technical support environment
  • Ability to comprehend and uphold DXC Policies and Procedures

Adherence to roster

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