Sr. Technical Support Engineer - Tokyo, Japan

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Customer Care
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190001GT Requisition #
Sr. Technical Support Engineer - Tokyo, Japan

In this role you will use independent judgment to interact with customers to investigate, identify and create solutions via email, or phone to investigate, identify and create solutions. Performing a 2nd level diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order to ensure customer satisfaction is always at the highest possible level.

What You’ll Do:

In this role, the primary responsibilities will include (but are not limited to):
  • Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified defects.
  • Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.
  • Participate in the creation of Knowledge Base articles, solutions and other related support collateral
  • Be the escalation support interface with customers and partners when necessary and to ensure that the company is always represented in the most positive manner at all times.
  • Interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
  • Help to set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation.
  • Perform other related support duties, as required by the company.
  • Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.
About You:

In order to succeed in this role, the candidate will need to be able to demonstrate the following skills:
  • Good inter-personal and communication skills, both orally and written
  • Excellent problem determination and problem-solving skills
  • Must be able to cope under pressure and work to stringent timelines
  • Have a technical background in accordance with the requirements set out below 
Education:
  • BA or BS in Computer Science or Engineering, or related technical fields
Languages:
  • Fluent in both Japanese and English
Prior work experience:
  • 5+ years of software technical support and/or development, or other relevant experience
Specialised skills and knowledge:
  • Operating systems: Windows Server and Linux
  • TCP/IP Networking
  • Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat), HTTP, SOAP
  • Databases: MS SQL, Oracle
Experience in the following areas would be a plus:
  • Programming knowledge and experience (.Net, Java, etc.)
  • CRM knowledge: Siebel, SAP, Salesforce, etc.
  • Social media such as Line
  • VoIP product (SIP) and/or telecom switch
  • Call/Contact centre business
About Us

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-JM1

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Japan.

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