Are you a passionate Japanese speaking Technical Support Engineer who enjoys working directly with customers and immediately impacting their success?
If so, we are looking for an exceptional person to join our Customer Support team in providing efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers.
The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. We are looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success.
Responsibilities will include : Working directly with customers via phone and email to respond to technical issues, providing escalated technical and triage support for other team members, and actively contribute to our lient's online community and knowledge database for up-to-date customer information and solutions.
The Japanese speaking engineer will also work closely with our client's Engineering, Product Management and QA teams in Japan and Australia to increase customer satisfaction by providing critical feedback and assistance for product enhancements.
As a member of our client's Customer Support team, the candidate will be part of a Global team interacting closely with Support offices in the US, Europe and Japan, as well as with customers around the world.
Working for our client will give you a unique opportunity to join a fast growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video online.
Qualifications and Required Experience
*University degree in Computer Science , IT or similar.
*At least one significant work experience in online technical problem solving
*Excellent communication skills and strong customer focus
*Proven analytical / problem solving ability
*Ability to communicate technical concepts clearly and effectively, both written and oral
*Demonstrated ability to lead and manage initiatives to completion.
*Proven ability to work with the team to quickly and calmly resolve technical issues.
*Solid understanding of internet technologies including browsers, networking, firewalls & proxy servers
*Demonstrated ability to learn new skills quickly.
*Ability to work independently and as a part of a team.
*Required to be flexible, detail oriented and organized with the ability to multitask.
*On-call availability (see below)
*Flexible schedule, including evening, weekends (once every 6-7 weeks depending on schedule) and a rotating on-call shift.
*Fluent in Japanese, writing and speaking.
*English reading, writing and speaking skills.
*Strong technology background with a comprehensive knowledge of iOS and Android Native Applications and Network based products. Experience in other IT areas can be considered with a range of skills from those included below :
*Familiarity and working knowledge with Objective-C and/or Java and API developer support experience
*Familiarity and working knowledge with rich media applications
*Meaningful experience with online video and of video encoding applications is a plus
*Exposure and working knowledge in at least one other programming language including Java, PHP, or .Net is a plus.