Basic Info

Job Description

Customer Support
•    Manage customer interactions from the initial stage of service delivery.
•    Communicate effectively with customers to understand inquiries, accurately identify issues, and clearly document reported events.
•    Evaluate complex customer inquiries and determine the appropriate resolution approach.
•    Independently resolve issues when possible and escalate cases when they exceed assigned responsibility or expertise.

Service Support
•    Develop a strong understanding of service specifications, system architecture, and customer usage environments.
•    Provide primary-level support by guiding customers on basic service and application usage and configuration.
•    Utilize established knowledge bases and documentation to deliver consistent and accurate support.

Network and Server Operations
•    Understand system, network, and device configurations related to the provided services.
•    Analyse alerts received from monitoring systems to assess user impact and system status.
•    Perform initial troubleshooting and determine when escalation to Tier 2 or Tier 3 support is required to ensure timely issue resolution.
•    Verify device communication, operational status, and recovery using standardized command-line interfaces or graphical user interfaces for general-purpose devices (e.g., routers, switches, Linux servers).
•    Assume operational responsibilities progressively following completion of necessary training and qualification steps.
•    Handle carriers / vendors in each country, understand regional characteristics from past cases and perform appropriate career / vendor management according to them.

Job Requirements

• Basic Excel functions (Pivot table, Lookup funtions etc)
• Native Japanese Speaker