Technical Support Engineer Full Time

The Role:

• Provide advanced technical support to customers via phone, online, chat, and email
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of work.
• Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally towards timely resolution
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams
• Provide root cause correction, not just symptom relief.

Required Skills:

• 5+ years’ work experience in a technical customer service role
• Knowledge and experience in technologies such as SaaS, telecommunications, contact center software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls and Relational Databases (MSSQL, Oracle, MySQL)
• Excellent technical, analytical and problem-solving skills
• Time management skills that allow you to work in a highly influential manner
• Japanese Language Skills: Business
• English Language Skills: Business