Application Support Engineer

Essential Functions:

• Respond promptly to customer inquiries
• Manage customer inquiries and maintain organized record in the ticketing system.
• Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions.
• Manage customer accounts daily and ensure data accuracy.
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Follow up on customer interactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Communicate and coordinate with internal departments
• Provide feedback on the efficiency of the customer service process
• Translate system and application document in both English and Japanese.
• Consistent availability to work in an office environment.
• Collaborate with team members to provide support to customers.

Requirements

Required Education and Experience:

• Bachelor s degree in computer science, or related field
• Bilingual with Japanese-English
• 1-2 years experience in IT support or related field.
• Basic computer skills
• Microsoft Outlook/E-mail capability
• MS-Office Capability (Word, Excel and Power-point etc)
• Prior experience in troubleshooting technical issues
• Experience with server such as Linux and Windows is plus
• Having automotive R&D knowledge is plus
• Knowledge/hands-on experience on IT networking and scripting is plus

Competencies:

• Act with integrity and professionalism.
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills, attention to detail
• Ability to prioritize tasks and to delegate them when appropriate.
• Problem Solving/Analysis skills.
• Proficient with Microsoft Office Suite.
• Should be a good team player.
• Proficiency in document management.