Industry: Science & Technology
Specialism: Information Technology (IT) - IT - Others
ClosedOur client is US MNC who is in process automation software provider. They provide process management, robotic process automation, e-signature, and mobility and customer communication services.
- Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
- Provide prompt and accurate feedback to customers.
- Effectively communicate complex technical issues to a broad range of customers and departments, such as product management, software engineering, sales, and quality assurance.
- Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
- Use approved protocol to communicate with Development engineers on the analysis of software issues.
- Elevate hot fix requests to support managers for processing based on approved protocol.
- Participate in regular support team meetings.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Prepare test systems for replication of user issues.
- A bachelor's degree in computer science, computer information systems or related experience.
- A minimum of 7 to 10 years of experience in providing enterprise level technical support experience.
- Resourceful team player with strong interpersonal skills.
- Result-oriented with strong problem-solving skills.
- Strong written and verbal skills in the language of support for this position.
- Ability to understand/speak basic English and professional level in Japanese in order to communicate with Japanese customers
- Passion to work for a global company
- variable bonus