Technical Support Representative (Japanese Speaking)

Technical Support Representative role requires creating and routing technical issues for customers, handling inbound technical support requests, and resolving technical issues for customers across all account tiers.

Requirements

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves technical issues for customers across all account tiers
• Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
• Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Captures and documents knowledge to enable self-service resolution
• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Benefits

• Competitive benefits plans
• Variety of medical insurance plans
• Employee Assistance Program
• Employee resource groups
• Recognition
• Flexible time off plans
• Paid parental leave (maternal and paternal)
• Vacation and holiday leave