Product Support Analyst Tier 1 - Japanese Speaking

•Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge. • Escalating a case in good time. • Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines. • Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues. • Documenting solutions and producing written guidance on resolution steps and procedures. • Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence. • Self-Motivation & initiative to aid your investigation process and career development. • Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support. • Ensuring root cause analysis is carried out where necessary. • Identify training gaps in our knowledge media and recommend areas for improvement. • Actively contribute to case reduction initiatives.