Technical Service Enigeer, Japan

Role:

The Technical Service Engineer (TSE) provides complete and efficient after sales support, and to a varying degree pre-sales support for Partners, Distributors, Resellers, and End Users over telephone, via a Web portal system (support tickets in writing), and via chat.

The TSE works through a case driven system where the TSE handling a case, has the final responsibility towards the customer for concluding and closing the cases. He/She will on a professional communication level, maintain a good dialogue with the customer throughout the resolution of a support case.

Attend relevant trainings and be attentive to technical information beneficial for the TSE work. - As availability schedule allows, study available documentation and workhands-on to build knowledge relevant to the TSE work

Contribute in pro-active activities such as writing FAQs.

Act according to guidelines and core values, and encourage others to do the same; Nurture a mindset of “customer perspective” and “quality of communication and troubleshooting”.

Responsibilities:

-          Provide advanced phone, Web portal system, and Chat support to end-users, resellers/partners, and distributors.

-          Work with a case driven system where you have the final responsibility towards the customer for concluding and closing your cases.

-          At a professional communication level, maintaining a good dialogue with the customer throughout the resolution of a support case.

-          Assist primarily the sales office in your region, with both after sales and pre-sales support.

-          Build technical knowledge and contribute to developing the support function within the team.

-          Authorize warranty exchange (RMA) and handle day-to-day issues with the RMA partner for the region.

-          Take part in team training initiatives

Meet or exceed quarterly statistical goals

Requirements:

-          Solid computer and network knowledge

-          Large technical interest

-          Detailed problem solving/troubleshooting

-          Customer service/Technical support experience

-          Knowledge on TCP/IP Network

-          Familiar with Switches, routers, Network Camera, NVR

-          Professional and friendly phone etiquette and communication skill

-          Native Level in Japanese

-          English communication skills in business level

-          Preferably, working experience in international companies