- Company: Security Software
- Location: Central
- Position: Technical Support Engineer (Japanese speaking)(20293)
Overview:
The role of the Technical Support Engineer is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer will report to the Head of Customer Experience (APAC).
Job Description:
- Use software tools to diagnose and solve complex issues and service outages
- Conceptualize and articulate ideas clearly and concisely
- Resolve problems in compliance with established processes
- Ensure timely escalation of critical customer related issues through proper channels
- Ensure timely resolution of customer issues
- Collaborate with other Technical Support specialists and R&D engineers
- Develop and maintain a strong relationship with new and existing customers
- Develop and maintain an extensive working knowledge of The Company's solutions
- Contribute to the evolution of our software and Support processes
- Participate in the elaboration of technical documentationand knowledge base article
- Properly document issues encountered in the field in The Company's trouble ticket system and customer relationship -management (CRM)tool
- Provide other on site field support on ad hoc basis when required (May require overseas travel)
Job Requirements:
- Minimum Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
- Fluent and proficient in verbal and written communication in Japanese to communicate with Japanese speaking clients and colleagues
- Experience working with a video security system over IP –CCTV system or Access control
- Excellent knowledge of networking principles and IP protocols
- Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
- With CCNA is a plus
- Comfortable to travel overseas when required
Interested applicants please apply directly for further shortlisting review.
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