Virtual Collaboration Technician – English / Japanese Speaking
VIRTUAL COLLABORATION TECHNICIAN – ENGLISH / JAPANESE SPEAKING
About the job
Role and Responsibilities
Collabtech’s Virtual Collaboration Technician is responsible for enabling our clients to work together globally in the most creative, effective, and innovative ways.
The primary role of the Virtual Collaboration Technician is to provide technical assistance for software and hardware via email, chat, phone and onsite.
Duties will include:
- Answering calls and tickets within defined service levels.
- Providing troubleshooting and training for specific technologies.
- Communicating with clients via email, chat and phone while documenting specific incident level detail within a ticketing system.
- Identifying and writing knowledge articles based on solutions discovered during troubleshooting.
- Interacting with other groups within Collabtech to ensure seamless global service delivery for the integration and deployment of collaboration technology solutions used in clients’ environments.
- Currently, this role is 100% virtual-based support.
The Virtual Collaboration Technician Support Specialist team will be supporting tools and Smart Collaboration technology that runs on Windows and Android devices.
Collabtech actively measures the quality of services provided through a range of data including Net Promoter Scores, Independent Quality Feedback survey scores and ongoing/repeat business.
Preferred candidates will have strong experience with MS Windows and/or Android.
Communication skills- Customer service skills are key: we focus on helping PEOPLE through supporting technology. Making happy customers is our #1 priority!
- Excellent verbal and written communication skills in English & Japanese is a necessity.
- Ability to stay calm under pressure and/or escalating issues in high- pressure situations.
- Video Conferencing may be required from time to time.
- Must be able to document solutions in our knowledge base tool, sharing knowledge and capabilities with the rest of the team.
- Staying available for calls and tickets throughout the duration of your shift.
- Being available for our re-occurring on-call support rotation schedules.
- Work as a cohesive member of the support team, providing support to others whenever possible.
- Contribute to globally standardizing Collabtech’s resources within the broader team to simplify and optimise the services provided.
- Accountable, timely, and quality delivery of services.
- Manage service requests from end- to- end to ensure the quality and completion of an incident. OWN the customer experience!
- Ensure any scheduled appointments are meticulously tracked and attended.
- Understand and help further improve the core goal of delighting each and every client.
Technical Knowledge and Skills
Working knowledge of:
- Windows and/or Android
- Microsoft Office 365
- Microsoft Teams Rooms (Smart Collaboration)
- Microsoft Teams
- Zoom
- Google Meets
Awareness of:
- Audio-Visual Meeting Rooms Installations
- Networking
- System Diagrams
- Power Shell Scripts
- Active Directory
- Microsoft Exchange Administration
- Microsoft Azure
- Basic collaboration technologies and terms (Video Conferencing, etc.)
Experience:
- Technical Support: 5 years+ (Preferred)
- Service Desk: 3 years+ (Preferred)
- Willingness To Travel: 10%
- Resume MUST be submitted in English.
- Candidate must be fluent in English
- Candidate must be fluent in Business Level Japanese
- Candidate must be based within Metro Cebu
Full-Time
Onsite or office presence required.