Position Responsibilities
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 channels-phone, 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.
