Pre-requisites:
- Proficient in Japanese with good decision-making skills
- Must be familiar with help desk ticketing solutions
- Should have strong communication and presentation skills with the ability to stay organized
- Must have a knack for negotiation and solving problems
- Candidate should have a bachelor's degree
- JLPT N1 to N4 or equivalent
Experience:
- 0-5 years in support within a SaaS or IT sector
Responsibilities:
- To work as a support personnel for troubleshooting customer queries by following the SLA (Service Level Agreement)
- Researching, diagnosing, troubleshooting and identifying solutions to the issues raised
- Following standard procedures for appropriately escalating unresolved issues to the defined internal teams
- Build relationships with existing ManageEngine Japan customers and our partners, to ensure exceptional service and identify business development opportunities
- Conduct comprehensive data analysis as and when required to prepare meaningful insights
- Coordinate with support personnel by reviewing the tickets to ensure the quality of our responses
