Role and Responsibility :

• Accept and respond to incoming calls and emails.
• Provide Initial problem triage and clarify problem definition
• Search knowledge bases for known solutions to known problems
• Identification and management of duplicate incidents
• Extract logs, dumps, error files from customer systems
• Prepare and transmit source upgrade files
• Provide remote support to on-site resources
• Isolates standard problems
• Log problem resolution and support knowledge creation
• Coordinates activities associated with product/service resolution issues
• Apply search tools to identify previously developed solutions and recognize patterns and symptoms.
• Coordinate with customers and end-users to implement solutions.
• Track, monitor and maintain incident progress.
• Work set schedules including weekends and holidays in support of 24X7 coverage

Education and Skills :

• Effective oral and written communications skills in Japanese and English language.
• Read, write and speak Japanese Language – JLPT N3 and above
• 0-2 years of Technical Support related experience.
• Basic Database and Operating System knowledge
• Experience in Help Desk/Customer service position is a plus

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