Full-Time Techline Analyst (Bilingual English/Japanese)

• Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact.
• This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded.

The TechLine Analyst role is a technical role requiring knowledge of the core NBCU IT landscape. Analysts should be self-starters, excited about technology and able to find answers to resolve complex technical issues.

• 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 feedback to the management team.
• Collaborate where required on service improvement plans and operational projects.
• 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).
• Proficient in English and Japanese

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