Analyst, Techline – Bilingual English/Japanese
Employment Information
Job Description
TechLine Analyst providing IT support to NBCUniversal employees via phone and live chat. Resolving IT issues and maintaining high customer satisfaction in a fast-paced environment.
Responsibilities:
- Provide support to customers via phone, live chat, and working tickets in a high-volume environment.
- Break Fix support of IT issues
- Fulfill or triage customer requests.
- Deliver exceptional customer service.
- Understand Team targets and deliver to them.
- Identify process improvement opportunities and feedback to the management team.
- Collaborate where required on service improvement plans and operational projects.
Requirements:
- Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc.
- Relevant IT Support experience.
- Awareness of ITIL fundamentals.
- Relevant experience in performing and managing clearly defined SLA targets.
- Passionate about technology.
- Proficient in English and Japanese.
- An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection).
Benefits:
- medical, dental and vision insurance
- 401(k)
- paid leave
- tuition reimbursement
- a variety of other discounts and perks
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