You will:
• Reviews issues and contacts customers to understand issues.
• Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
• Resolves or escalates multiple and varied customer issues. Documents technical work and research.
• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
• Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
• Provides feedback to improve products to more senior engineers or technical advisors.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Provides feedback on how to improve automated tools.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems

OUR IDEAL CANDIDATES:
• Proficient in Japanese (4 skills) (Advanced level) (N1, N2 cert is preferred)
• Can understand English technical document, and have basic English conversation skills
• Willing to work during Tet and holidays (with a salary up to four times the normal rate)
• Customer service mindset
WHY US?
· Salary offer: from 20 - 28 million gross
· Salary at 100% during the probationary period
· 90% contribution of the gross salary to social insurance
· 20 days leave (12 days of annual leave and 8 days of sick leave)
· Training will be offered
· Full working equipment will be provided Annual Health Checkup
· Activities: Birthday party, Employee engagement activities.
OTHERS:
· Working time: 8:00 AM - 5:00 PM, 5 shifts/week
· Working location: VISTA Building, 19 Tan Cang St., Ward 25, Binh Thanh Dist., HCM City.