• Perform system maintenance work such as OS upgrades for
products purchased by a customer via remote connection method.
• Resolve customer-reported issues while working closely with other multi-functional teams
• Determine priority levels while negotiating and setting expectations with customers
• Drive operational excellence through quality closures and proper escalation of issues
• Document relevant information and ensure that the customer is communicated with in a timely manner and treated with the highest degree of respect
• Provide feedback to Engineering for improving product quality and reliability
Essential Requirements
• First-rate customer focus, phone etiquette and work ethic
• Ability to work under pressure with calmness and composure
• Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures
• Ability to take on shift work, holidays, weekends and on-call responsibilities
SKILLS
• Ability to work independently, Japanese support needs fluent Japanese (N1) and English
• Customer focused
• Exhibits confident behavior
• Knowledge of job associated database/software/documentation
• Ability to work in a high-pressure environment
• Problem solving skills
• Time management skills
• Troubleshooting skills