Responsibilities:

The JP Escalation Engineer is the first point of contact and serves as the principal escalation of Japan internal customers seeking assistance around Core Tech Group issues. He/she will be focused on critical customer support escalation from Japan BU through engaging proper resources, eliminating obstacles and identifying necessary steps for effective case resolution/success. This individual will provide support mainly over the phone and/or email under the supervision of the team’s Manager. His/her functions/responsibilities include the following:

• Take ownership of customer support escalations from Japan BU and respond effectively from phone/email or remotely from PH until resolution completion.
• Determine case priorities in order to provide the appropriate level of responses in an organized manner for all escalated cases.
• Provide an open channel of communication across all parties involved to ensure a coordinated effort is achieved.
• Maintain acceptable levels of customer satisfaction by establishing and managing clear expectations and providing critical deliverables within the expected timeline.
• Provide follow-through on all cases as needed and ensure that customers’ requirements have been met.
• Organize and maintain resources, processes, and all other relevant information to constantly provide complete and accurate responses to internal customers.
• Help develop and maintain an internal knowledge management database to ease operation within the team and achieve consistency in service delivery.
• Create internal and external reports as required by the team (Dashboard, Monthly reports, etc.)
• Support, and at times lead, internal research activities aimed at defining improvements within the team

Requirements:

• A college or university degree holder (preferably in IT or Communication Arts)
• Japanese nationality
• 1-2 years professional work experience in IT service that handles critical case management or technical support escalation
• Has the ability to express his/her thoughts effectively with fast and quick decision-making skills
• Well-organized, quick learner, and very attentive to details
• Average to good written and spoken communication skills (English) – A score of 800 or higher in TOEIC preferred
• Good translation skills from English to Japanese and vice versa
• Knowledge in Anti-Malware operations an advantage
• Customer-oriented, a team player, assertive and resourceful