Shift: Nights, shift will be Tuesday – Saturday 5PM to 1AM

• Exemplifies Relationship Care and problem resolution skills in providing second level support via email and phone.

• Provides extraordinary customer care by responding to customer second level support queries in a fast-paced customer care environment.

• Develops customer relationships on every interaction that result in measurable customer value.

• Documents new customer support cases in a presentable format with constructive analysis and resolution notes.

• Improves the customer experience by using tools such as iCare, Sales Force, Voice of The Customer, Service Now, and Ecco.

• Assists in the analysis of underlying issues arising from investigations and performs in-depth root cause analysis.

• Delivers small and medium sized projects and performs business system administration.

• Leads emergency bridge calls to circumvent critical issues within SLA.

• Produces scheduled & ad-hoc reporting on an as-needed basis.

• Applicant must speak Chinese.

• Flexible work schedule is necessary.

• This position may require working nights and/or weekends per business needs.

• Sales Force Experience Preferred

• Chinese Fluency (In addition to English) Preferred

• Technical Support Certifications or Degrees Preferred

To schedule an interview, please contact;

Vishwas Jaggi

973-475-7482

Business Analyst – IT (Chinese)

Job Description