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Vertical Content Analyst-Korean SpeakerID:443725,500 MYR ~ 6,500 MYRPetaling Jaya
Software/Information Processing, IT/Telecommunications
DIGITAL TRANSFORMATION TEAM SERVICE DELIVERY
This role is to be part of the Virtual Content team that will upload and manage content in the Creative Virtual tool, providing agentless service to our clients across EMIA（Europe,MeddleAsia,India,Africa). Delivering high quality content is key to the success of the tool, this role will hold publishing rights and will perform quality control across the creative virtual platform. The virtual team will consist of people whose primary role is not content creation but who have in depth knowledge of accounts
To capture all knowledge required for delivery of Service on a Service desk both for support teams and for End users in various languages.
Build content for digital consumption whether voice or text
Providing first line technical support & troubleshooting.
Achieving % first time fix rate from the content created
To meet personal productivity and quality targets as agreed
To provide levels of customer service in line with the expectations of our clients
Key Performance Indicators
Participate in knowledge capture processes
Accuracy of the knowledge created
Ensure the delivery of all requirements within agreed deadlines
Manage all requests and records
Develop and deliver assigned tasks as required
Translating the document to English, or to their native language.
Creating technical FAQ from the documents, agent might need the skill to think out from the box.
Communicating with UK team and other teams, so good spoken English is important.
- language : English,Korean
- back ground : Degree holder
- Required Knowledge & Experience (possibly education)
Native on the advertised language
Knowledge Management experience (preferential)
Translation experience (preferential)
Excellent Organisational skills
Excellent time management
Complete knowledge and understanding of the English Language
Excellent Customer Service Skills
Troubleshooting & Diagnostic skills
An analytical approach to problem solving
A commitment to the customer and to continuous learning and personal development
Good interpersonal skills
High Personal Standards
High level of technical knowledge of Microsoft products
Tolerance of stressful situations.
An ability to work within a team both physically and virtually.
Service Desk Experience
A ‘ can do ‘attitude and enthusiasm for change
• Experience in knowledge management. (creating FAQ, creating training materials, experience in coaching)
• Candidate should be able to speak fluent English (Due to dealing with UK master team).
• Candidate should be able to write good sentences in their Native language, and also in English.
• Candidate should be able to translate in both English to native language / native language to English. (Prefer experience in translating documents)
• Experience as IT helpdesk (preferable).
Working time; Irregular Shift
The Shift is depends on the Project.
※5 working days 2off
※Training will be Monday – Friday (9:00am-6:00pm)
※First day : Formal and smart casual and also a notebook and a writing pen
( 1 hour break).
※after 1 year contract, become permanent if performance is good.