I got an e-mail from a recruiter today for a Help Desk Associate - Junior position. Sounds great, but I'm having a difficult time deciphering what kind of help desk this is. There is nothing in the description that makes it sound like a generic HD job so I'm kind of leery. Sounds more like store support with POS systems or something
(I'm not bilingual, either, but I've seen this job posted off an on over the past month so they must have difficulty staffing it)
Provide store support for stores located in Japan, China, and English speaking locations * Research, diagnose, resolve or escalate technical and procedural issues from a retail stores environment via phone call.
* Log and assign tickets as outlined in Department documentation in English.
* Communicate, in market language, to store employees in a manner that is easy to understand and non-technical.
* Efficiently probe to understand the callers issue and quickly resolve or escalate the issue
* Take personal accountability to meet service desk operator key performance measurements and be punctual.
* Actively contribute to meeting the department's shared goals.
* Effectively handle multiple calls at a time when calls are queued or tickets need to be followed up on.
* Clearly document all issues according to ticket logging and problem management requirements.
* Respond quickly to all critical issues answering all emergency calls when available.
* Maintain customer service skills and focus while taking calls.
* Provide quality customer service through communication, composure, empathy, helpfulness, and flexibility.
* Remain cool under pressure and effectively handle stress, change, and uncertainty.
* Understand the business impact of issues a customer reports, have a genuine concern for their situation and act appropriately.
* Identify and report improvements by utilizing the department documentation update process.
Qualifications
* Strong, clear, bilingual verbal skills-English/Japanese, Chinese, Italian, Spanish
* Strong written English skills with good Japanese, Chinese, Italian, Spanish written skills
* Must be willing to work evenings, late nights and/or overnight shifts
* Passion for customer service and resolving issues
* 2 years of Service Desk or equivalent job experience. Retail experience is a plus.
* Proven ability to troubleshoot and resolve technical and procedural issues.
* Ability to react quickly and professionally in stressful situations
* Must be able to follow directions.
* Must be punctual.
* Must be driven and self-motivated.
* Capable of learning both technical and procedural components of the stores environment.
* Must be able to react quickly to change.
* Must be able to handle ambiguity and adapt to cultural differences
* Ability to multitask.
