Support Engineer

• Communicate effectively with customers to understand and resolve their technical problems, through phone, email, or case tickets via an incident-tracking system or CRM (customer relationship management) tool.
• Provide Tier 1 technical assistance to troubleshoot and diagnose hardware and software issues.
• Manage multiple cases efficiently following the service-level agreement (SLA) and maintain detailed procedural documentation.
• Resolve customer and field-reported faults, queries, and complaints as the first point of contact, using the tools and systems provided.
• Adheres to the Incident Reporting and Escalation system and procedures.
• Contributes to meeting the team goals, metrics, and key performance indicators.

Call Center Technical Support, Bilingual – Mandarin

Call Center Technical Support, Bilingual – Nihongo