Deliver exceptional customer service to the EIS client base.
Initiate proactive measures to decrease case volume and resolution time.
Provide feedback and support to Engineers and Developers while maintaining customer relationship.
Act as an escalation point for production environment issues, providing steady guidance for quick resolution.
Ensure correct configuration of the Support tech stack and promote successful usage among users.
Engage directly with customers to understand needs and advocate enhancements for customer experience.

3 years of Technical Help Desk, Technical Support, Application Support, Production Support or related title of SaaS or complex software application or CRM solutions.
Languages : Japanese and English
Experience consuming and resolving work through ticketing systems.
Ability to remain calm, composed and articulate when dealing with tough customer situations.
Exceptional level of ownership, dependability, and accountability.
Possesses a hunger for knowledge
always wants to learn more and do better.
Active listener, always looking to establish a strong working relationship with the customer while working toward resolution.
Collaborates easily across teams or disciplines to solve problems.
Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
Bring your experience with the admin side of the Support tech stack or related tools. We use Jira, JSM, EazyBi, Datadog and similar tools/technologies. Bonus points if you’ve started a trial and know the basics.
Experience supporting users in a mixed OS environment with strong experience with Windows and macOS management.
Basic TCP/IP , OSI, VPN, RDP and other networking technologies knowledge helpful.
Experience with Google Workplace, Slack, EazyBi, Nuacom and Atlassian products is a plus.

Technical Support Specialist

Key skills