Customer Service Engineer ( Japanese Speaker)
Michael Page
- Kuala Lumpur
- RM 24,000-25,000 per year
- Permanent
- Full-time
- Answer customer's queries interacting manly through web-cases
- Work with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your cases
- Resolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLA
- Monitor the quality of the troubleshooting and diagnosis before escalation to the relevant teams
- Manage client relationships from an operational and technical perspective by working with Swift service managers
- Assist managers/senior engineers to analyse root causes of problems, generate Knowledge Base tips and propose new specifications to increase supportable, usability of products and decrease product complexity.
- Produce and control the quality of internal and external training material, problem management procedures and on-line documented solutions.
- Plan, deliver and implement service improvement projects.
- Provide implementation and training services, health checks, troubleshooting and consultancy to customers/partners when needed
- Provide technical support to Sales teams by participating in validation of proposals when needed
- Regular working hours
- 4- 8 years experience in a technical customer support environment, in Financial Services, Banking or similar will be asset
- Fluent in English and Japanese in both written and spoken communications (JLPT level 1)
- Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)
- Windows, Linux, and/or Rhel administration
- TCP/IP protocol and technical implementation (such as NAT, routing)
- Great Learning opportunity
- Exposure to working with counterparts internationally
- Opportunity to be part of a globally renowned organisation