Sr Process Exec - Tech Support

Working hours - 1pm to 10pm | Working days - Mon - Fri | Working from home base

Key Responsibilities

Understanding and resolving the concerns raised by the users, by performing proper research and to reach out to the users via mail / phone calls if any clarification needed in your primary and English language via our internal tools while ensuring the following responsibilities below are met:

Quality: Ensuring quality outputs and meeting required AHT / KPI / SLA

Knowledge: Referring to our internal knowledge base to improve your knowledge. Passing the monthly internal process knowledge test.

Proactiveness: Proactively raise any discrepancies, issues or bugs.

Efficiency: Meeting deadlines for any given project or task

Job Requirements

• [Primary Language] proficiency: Advance level in speaking, reading and writing.
• High English language fluency is a requirement as all tools, communications, documentations and training are all in English.
• Experience of using translator tools / Ability to check the accuracy of the output from a translator tool and make necessary corrections.
• Skilled researcher and comfortable using a variety of online sources in various languages.
• Keen attention to detail and very meticulous.
• Demonstrates a strong sense of ownership in tasks, consistently meeting deadlines and maintaining high standards of work.
• Able to maintain positive attitude and attention to detail when performing repetitive/multiple tasks or researches.
• Willingness to transition between different roles within the program based on evolving business needs and priorities.
• Ability to quickly grasp and understand the user's request, even when expressed in brief or vague terms, and proactively seek clarification to ensure accurate translation and alignment with the desired outcome.
• Offering guidance and sharing expertise in the foreign language with colleagues to enhance team performance and ensure high-quality translations.
  
  

Nice To Have Skills

• Customer service background (Communications team) preferred, but not necessary.
• GIS/Mapping skills preferable.
• MAC OS X experience preferred
• 1-year technical support or other problem-solving experience preferred but not necessary
• Prior experience in translation role is advantageous