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Cloud Technical Support Analyst (Fluent Korean OR Chinese) Tokyo, Japan

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Cloud Technical Support Analyst (Fluent Korean OR Chinese) Description

Job #: 49739
Striving for excellence is in our DNA. Since 1993, we have been helping the world’s leading companies imagine, design, engineer, and deliver software and digital experiences that change the world. We are more than just specialists, we are experts.

DESCRIPTION


Currently, we're looking for a Cloud Technical Support Analyst (Fluent Korean OR Chinese).

Support Quality Analyst whose primary role is to review support cases in terms of quality and coach the rest of the support engineers to meet case quality standards.

Responsibilities

  • Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight
  • Build and promote a quality-oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs, and training
  • Formulate process framework, implement and ensure conformance / compliance to the organization's Quality Management System in alignment with corporate / industry standards
  • Strategize, plan, facilitate and conduct audits, analyze audit findings, suggest actions to improve quality of products and services, and track for closure
  • Play a key role in the designing of the quality strategy and ensure that all areas within the business unit perform to the defined standards

Requirements

  • Effective communicator who is willing and capable to provide discipline and direction to team members who fail to follow established standards of work performance and conduct
  • At least 3 years of relevant experience in an IT service desk environment
  • Proven experience managing technical environments, IT services
  • Experience working on environments that include support of Cloud Providers (AWS, Azure, etc.)
  • Fluent in Korean or Chinese
  • Experience in creation and implementation new workflow instructions, other support service documentation
  • Consistently meet deadlines
  • Analyze and create ideas and perspectives to help improve overall team performance
  • Develop an understanding of the challenges in each department
  • Willing to take on new responsibilities to meet changing business demands
  • Expected to be self-managing and play role model for other team members
  • Excellent communication skills required for new workflow processes setup
  • Ability to provide reports and KPIs on specific processes upon request
  • Capable to use new techniques to improve quality in the team

We offer

  • Friendly team and enjoyable working environment
  • Work-life balance and flexible schedule
  • Online training library, mentoring, career development and potential partial grant of certification
  • Unlimited access to LinkedIn learning solutions
  • Referral bonuses
  • Compensation for sick leave and paid time off
  • Opportunities for self-realization

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