Korean IT Helpdesk
Unisys
- Shanghai
- Permanent
- Full-time
- Provide Level 1 support to end users to resolve incidents and diagnose underlying problems using remote connection toolset and implement corrective actions.
- Handles calls within product/client phone queues as directed.
- Performs required troubleshooting on all calls, and escalates, as necessary, any calls outside agent’s established technical knowledge boundaries.
- Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
- Ensures customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution.
- Effectively communicate with members of management and technology support teams.
- Informs supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.
- To work in a shift pattern and be flexible.
- Have good IT knowledge & background (OS, Application software, Networks & IT infrastructure)
- Good in trouble shooting application problems
- Good command of oral Korean, capable to read and write English
- Good communication skills and customer services oriented
- At least 1 year’s relevant experience; preferably with a telephone customer service positions with multi-national information technology companies
- Completed Technical Certifications such as MCSE, MCITP are preferred.