Native Japanese Content Support Specialist

Wipro; Kuala Lumpur; On-site; MYR 44,640 - 72,540; Full time

Job summary

Wipro in Malaysia is seeking an IT help desk specialist to provide effective technical support and resolve client issues, escalating when necessary to meet SLAs. You will manage inquiries via phone and email, document details, and leverage knowledge bases to improve resolution times.

The role emphasizes high-quality service, accurate logging, and adherence to contract obligations. 1-3 years of experience and awareness of payments/fraud are desirable for success.

Qualifications

• 1-3 years of experience in customer support or similar roles.
• Experience with payments and fraud awareness is a plus.
• Strong communication and problem-solving abilities.

Responsibilities

• Handle incoming help requests from clients via telephone and/or emails.
• Document all pertinent end user information and issue details.
• Resolve client queries and escalate as needed to meet SLAs.
• Maintain and update self-help documents and knowledge bases.
• Record call logs and troubleshooting steps for future improvements.
• Follow standard processes to resolve client queries and ensure contractual compliance.

Skills

Customer service

Troubleshooting

Communication

Documentation

Time management

Tools

RAVE system

Tracking software

Knowledge base

Job description

Wipro in Malaysia is seeking an IT help desk specialist to provide effective technical support and resolve client issues, escalating when necessary to meet SLAs. You will manage inquiries via phone and email, document details, and leverage knowledge bases to improve resolution times.

The role emphasizes high-quality service, accurate logging, and adherence to contract obligations. 1-3 years of experience and awareness of payments/fraud are desirable for success.