Product Support Analyst Tier 1 – Korean 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.