Insight Global
Bilingual (Japanese) Help Desk Analyst
Insight Global, City Of Industry, California, us, 91715
Job Description
Responds to customer questions received via telephone calls, call backs, emails, and help desk requests.
Provides technical and production support for products and systems.
Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
Creates and sustains consistent superior service to customers/clients and prospects.
Assists customers in trouble shooting and resolving issues during deployment and ongoing use of products and services.
Effectively analyses and diagnoses complex problems with a high level of accuracy and exceptional client service.
Fosters trust and confidence by taking ownership of support issues, provides friendly and accurate resolutions.
Escalates issues that are beyond the level of expertise through the appropriate channels.
Maintains current knowledge and understanding of products, services, processes and relevant legal, regulatory and technology requirements.
Monitors completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Executes work to deliver timely, accurate, and efficient service.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Proficient in both English and Japanese speaking, reading and writing
2-3 years of help desk/tech support/customer service experience
Call center experience
Banking background -- loan processing or financial institution experience would suffice
Tech savy navigate settings in a browser, clearing cookies, etc.
Proficient with Excel
Analytical and problem solving skills null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
Responds to customer questions received via telephone calls, call backs, emails, and help desk requests.
Provides technical and production support for products and systems.
Conducts incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
Creates and sustains consistent superior service to customers/clients and prospects.
Assists customers in trouble shooting and resolving issues during deployment and ongoing use of products and services.
Effectively analyses and diagnoses complex problems with a high level of accuracy and exceptional client service.
Fosters trust and confidence by taking ownership of support issues, provides friendly and accurate resolutions.
Escalates issues that are beyond the level of expertise through the appropriate channels.
Maintains current knowledge and understanding of products, services, processes and relevant legal, regulatory and technology requirements.
Monitors completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Executes work to deliver timely, accurate, and efficient service.
Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
Analyzes issues and determines next steps.
Broader work or accountabilities may be assigned as needed.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .
Skills and Requirements
Proficient in both English and Japanese speaking, reading and writing
2-3 years of help desk/tech support/customer service experience
Call center experience
Banking background -- loan processing or financial institution experience would suffice
Tech savy navigate settings in a browser, clearing cookies, etc.
Proficient with Excel
Analytical and problem solving skills null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.