[Remote] Analyst, Techline (Bilingual English/Japanese)

Note: The job is a remote job and is open to candidates in USA. NBCUniversal is one of the world's leading media and entertainment companies. The TechLine Analyst role is an exciting opportunity to be a part of the NBCU Global Service Desk, where the Analyst will serve as the first point of contact for IT support, resolving issues and ensuring high customer satisfaction.

Responsibilities

• Provide support to customers via phone, live chat, and working tickets in a high-volume environment
• Break-Fix support of IT issues
• Fulfill or triage customer requests
• Deliver exceptional customer service
• Understand Team targets and deliver to them
• Identify process improvement opportunities and provide feedback to the management team
• Collaborate where required on service improvement plans and operational projects

Skills

• Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc
• Relevant IT Support experience
• Awareness of ITIL fundamentals
• Relevant experience in performing and managing clearly defined SLA targets
• Passionate about technology
• An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection)
• Ability to work with clients across different time zones
• Proficient in English and Japanese
• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual
• Someone with a flexible schedule that can cover later shifts, weekends, or holidays when needed

Benefits

• Medical, dental and vision insurance
• 401(k)
• Paid leave
• Tuition reimbursement
• A variety of other discounts and perks

Company Overview

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