Senior Customer Support Analyst– Japanese Speaking

Business Summary:

Deltek's award-winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat, and email. Our team is comprised of a group of diverse, collaborative, and passionate professionals who come from varying industries, backgrounds, and professions. Our diversity and passion are our strengths, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Overview:

Are you a seasoned Japanese-speaking Customer Support professional eager to tackle complex technical challenges and make an impact

Join us as a Senior Support Services Analyst and play a vital role in delivering high-quality support for Deltek's Replicon product. In this fully remote position, you'll engage with enterprise clients to resolve intricate issues across various channelsphone, email, chat, and online. You'll have the autonomy to assess, troubleshoot, and resolve customer queries while working alongside a dedicated team in a vibrant, innovative environment. For especially complex issues, you'll escalate cases to specialized teams, ensuring swift and effective support.

Key Responsibilities:

• Manage support for enterprise-level accounts with sophisticated configurations and custom integrations.
• Serve as a technical expert and escalation point for complex issues, guiding and advising junior support analysts.
• Lead the resolution of high-priority incidents, conducting deep-dive troubleshooting and implementing long-term solutions.
• Collaborate cross-functionally with Engineering, Cloud Operations, and Product Management to resolve issues without delay.
• Mentor junior analysts, providing technical guidance and fostering skill development.
• Leverage product knowledge to suggest improvements and expand product limits.
• Develop and maintain support resources, including documentation, knowledge base articles, and best practices.

Qualifications:

• Fluent in spoken and written Japanese is required
• Bachelor's Degree or relevant work experience.
• 5+ years in software application support or infrastructure support.
• Knowledge of web technology, networking, hardware, and software applications.
• Experience with Windows platform configuration (e.g., Internet application servers, SSO, API, Web services).
• Familiarity with SQL Server or Oracle database management.
• Strong communication skills with the ability to address complex situations tactfully and professionally.
• Skilled at multi-tasking in a team environment or working independently.
• Open to working in a 24/7 support setting.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. However you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day