Job Description

Job Responsibilities

• Provide technical support to product administrators via a ticket management system while respecting committed SLAs
• Effectively communicate with customers across multiple channels; correspondence, live chat, screen sharing and phone support
• Troubleshoot, isolate, reproduce, investigate and log customer issues while utilizing internal engineering level technical tools
• Collaborate with multidisciplinary teams such as engineering and product to ensure swift resolution and customer satisfaction
• Handle multiple simultaneous investigations with an average ticket load of 20-25 per day
• Perform escalation management on call duties. Handle internal and external escalations raised by partners and product administrators for existing customer cases
• Execute incident management on call duties by triaging issues and publishing status page updates
• Identify trends and patterns, along with topics outside of the support scope, and escalate to the respective teams
• Utilize multiple internal knowledge sources along with externally available resources to communicate effectively with customers
• Adhere to company\'s privacy and security standards and be extremely vigilant assessing level of privacy when sharing information externally
• Identify inefficiencies and opportunities in both external and internal support workflows

Job Requirements:

• Bachelor\'s degree or equivalent with minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone
• Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Single Sign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM
• Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite and ticket management software (e.g. Zendesk, Salesforce, etc)
• Self managing with the ability to problem solve and provide effective solutions with minimal supervision
• Capability to absorb high volumes of information across multiple resources (technical documentation and product information)
• Demonstrated ability to work with a sense of urgency and prioritize between 20-25 complex tickets daily based on customer impact and SLAs
• Strong critical thinking and analytical skills to isolate, investigate, reproduce and resolve hardware and software issues while leveraging engineering level troubleshooting tools
• Comfortable to work in shifts and weekends /PH
• Should have good communication skills and have proficiency in Japanese language (native) to liase with Japanese speaking customers & stakeholders.

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