■业务内容
•Provide real time response\resolution to customer support inquiries
•Interact with company customers via phone, e-mail and remote sessions
•Diagnose problem causes and provide solutions and best practices to customers
•Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
•Contribute and maintain knowledge base articles
•Work closely with second line engineers to diagnose bugs and provide suitable workarounds to end users
•Test new product releases\patches and provide feedback to development
•Demonstrate to and train end users on the various software applications

Major Focus:
•Timely response to all assigned support cases
•Structured approach to problem solving
•Proactive follow-up on all assigned issues to ensure satisfactory closure
•Maintenance of support case status, including root cause, within Remedy

•2 years experience in a technical support role supporting software applications and enterprise clients
•Fluent written and spoken English and Japanese – with Japanese Business manner essential
•Good knowledge of Windows platforms (Unix a plus, but not essential)
•SQL command/query experience essential (mainly SQL Server/Oracle a plus)
•Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
•Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
•Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign)
•Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Application Servers would be advantageous
•Knowledge of programming concepts and general ability to read code advantageous (C#, Java)