Technical Support Engineer

TECHNICAL SUPPORT ENGINEER

The Technical Support Engineer is responsible for providing high-quality technical support services to client's worldwide customers primarily in the English language.

The Technical Support Engineer is responsible for isolating and resolving customer issues in an effective and efficient way.

RESPONSIBILITIES

•Provide technical support for client's products

•Respond to customers and prospective customers inquiries (via email, phone, request tracker, social media)

•Contribute to client's knowledge base and create KCS articles

•Work collaboratively with the team on known issues and bugs

•Handle escalations to development and work together with R&D team on escalated issues.

•Meet the required goals and KPIs

•Any other duties may be assigned from time to time by the management.

• BS degree in computer science or related technical field

• 3 to 4 years of experience in technical support (in Japan or/and with customers from Japan) • Ability to handle customer tickets and phone calls in friendly, professional manner

• Ability to fully understand customer's problem and drive the issue to a successful resolution in timely manner including escalating to a higher tier should it be necessary

• Ensure customer satisfaction by providing concise and exhaustive replies both via the ticketing system and the phone that address all customer's questions

• Excellent analytical and problem solving skills

• Ability to work independently and take full charge of the customer request

• Quick starter, quick learner, able to handle steep learning curve

• Ability to work under pressure

• Ability to multitask

• Native Japanese language speaker

• Working knowledge of English language (reading technical documentation)

All your information will be kept confidential according to EEO guidelines.