Service Desk Lead / Quality Lead

We are looking for a bilingual L1 support Service Desk Lead for our Japan based service desk. It’s a Global service model. As our client wants to consolidate a fragmented L1 Service Desk landscape under single provider, Our client plans to bring a competent and consistent global user experience, create a single point of contact, and unlock efficiencies through scale and automation. Significant step to standardizing and improving service levels in our support ecosystem and gaining central visibility on L1 issues, while freeing up our L2+ support teams to focus on more complex topics.

Job Description:

• The L1 support agents/leads must have basic IT skills along with strong communication (verbal & oral) skills, at Native level Japanese and business level English. Selected Agents will be tailored to client expectations, environment, processes, IT and business knowledge, after the onboarding mandatory training.
  
• Shift Lead need to handle all users' issues and service requests based on the guidance within agreed SLA. Able to answer all contacts efficiently in a professional and courteous manner in the requested languages. Agents able to provide on call support for the Japan based customer, end-users. The global model will leverage our client's chatbot as 1st line of interaction for all users, with our client's L1 agents providing interaction (via hubs in Poland, China & Japan).