Job Description

Japanese Technical Escalation Engineer

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

· At least 1 year 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

How to Apply

Please apply online

Job Categories: Engineering, Information Technology, and Various Professions-Others. Job Types: Full-Time - Staff. Job Tags: Japanese Technical Escalation Engineer. Salaries: Confidential.

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