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Consumer Technical Support Engineer

Req id:  17021

Tokyo, Tokyo, JP

 

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  

 

 

Japanese Consumer Technical Support Engineer 

Location: Tokyo

This is a fast-paced, challenging role where you will work with teams across the organization to deliver an exceptional customer experience.

 

RESPONSIBILITIES
•Receive Japanese Consumer customer calls, web and email inquiries. Analyze customer problems, research solutions and provide quantitative, easily understood answers for our  customers
•Provide customers with professional explanations and follow up via web, email and telephone communication
•Handle difficult situations in a calm, professional manner
•Document issues appropriately based on existing guidelines
•Escalate customer concerns to escalation team or management as necessary
•Ownership and management of all calls taken, including responsibility for the resolution, escalation and/or final response to close out issue
•Training of customers via phone conversation and referral to the online help
•Develop technical solutions to be posted to both internal and external knowledge base
•Test customer issues for preparation to the escalation team
•Provide and/or contribute content for product Release Notes, Known Issues, and other technical documents for any product updates
•Provide and/or contribute content for Admin Console News page, Tech Bulletins and creation of other customer-facing technical documentation as needed
•Hours of work will be Japanese business hours (JST 10am-7PM)


REQUIRED SKILLS AND EXPERIENCE

•Native level Japanese Language skills is a must
•1-3 years’ experience working in a customer service environment preferred but not essential
•Motivated and eager to learn new products and topologies and willing adopt new skill sets within Webroot Support team
•Familiar with: Windows, Mac, Android and Apple iOS applications
•Excellent customer service skills addressing the needs of both the external and internal customer with strong communication and process skills
•Good English grammar skills, amazing attitude, and ability to work with diverse personalities required

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »