Technical Support Engineer for Japanese Speaker
- Pulau Pinang
- RM 80,000-90,000 per year
- Permanent
- Full-time
- Creates and routes technical issues for all 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 installation, implementation, and/or maintenance.
- Responsible for researching, replicating, performing customer's root cause analysis and providing solution to customers within SLA time frame.
- Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
- Builds customer proficiency for all account tiers through standard services
- Educates customers through formal training and technical support engagements.
- Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
- Captures and documents knowledge to enable self-service resolution.
- Learns and adopts Knowledge-Centered Service methodology.
- Enables customers to self-serve by creating and editing Knowledge based articles.
- Business level Japanese speaking, writing, and reading (JLPT N3 and above)
- Pursuing a Bachelor's degree in an engineering or science-related field
- Alternatively, 1+ year of experience working in a Technical Support position.
- Proficiency in one or more programming languages is required. (LabVIEW experience preferred)