Global Support Engineer (Japanese Speaker)

About our client

Founded in 2000, A business-to-business provider of cloud-based, on-demand software for supply chains for computer, telecom and electronics systems, components and services. 

About the role

We are looking for talented individuals who are passionate about making a big impact on Customer Experience (CX). The Global Support Engineer will be responsible for delivering high quality Level 2 support to the world’s largest Supply Chain Operating Network and Multi-Enterprise Supply Chain applications to meet our global customers’ Service Level Agreements and operational requirements. The successful candidate will be adaptable,detail-oriented, organized, have excellent analytical and problem solving skills.

Your responsibilities

• Work closely with our global customers’ Helpdesks and IT on day-to-day incident and problem resolution.

• Part of a team maintaining a 24x7 Global Support Services working on incidents from phone calls, emails, live chat and the company proactive monitoring system.

• Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.

• Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.

• Maintain and update knowledge base articles consistently as new knowledge is discovered.

• Ensure KPIs are met consistently to achieve customer experience excellence.

• Ensure escalation and production support processes are followed.

You will have

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma,

• Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.

• Highly motivated and result-oriented fresh graduates are encouraged to apply.

• Fluent in Japanese (read, write and speak) with ability to translate.

• Excellent written and verbal communication skills, including being able to speak both English and Mandarin.

• Candidate must be willing to work on shift.

• Basic understanding of ITIL, in particular incident and problem management would be an added advantage.

• Basic knowledge on Linux is a plus.

• Logical approach and excellent problem solving skills.

• Attention to detail and ability to troubleshoot and provide feedback and solutions.

• Must be able to work well both in a team environment and independently under minimal supervision.

• Ability and willingness to learn new technologies, on own initiative.