カスタマーサポートエンジニア/ Customer Support Engineer

A foreign consumer electronics company is searching for a Customer Support Engineer. The chosen applicant will resolve complex technical issues, ensure timely communication with customers and internal teams.

Responsibilities:

• Resolve technically complex support issues reported by customers or team members
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including proactive follow-up with customers, team members, and product engineers
• Collaborate with department leadership and other stakeholders to address bugs, technical issues, compatibility concerns, and other unresolved problems
• Provide ad hoc feedback on trends and emerging issues
• Occasionally handle non-escalated phone calls and email support tickets to meet departmental service level agreements (SLAs)
• Contribute ideas and assist in creating knowledge base documentation and training materials for both internal and external audiences
• Deliver a consistent customer experience that meets or exceeds expectations
• Demonstrate compassion, respect, and honesty in all interactions

Requirements:

• Bachelor’s degree or above in computer or electronics and communication (engineering or equivalent experience is preferred)
• Advanced knowledge of Windows and Mac OS
• Knowledge of firewall and networking
• Experience with room-based video conferencing, VoIP and SIP/H323 protocols
• Good working knowledge and skills in MS Office 365, Exchange, Azure AD and SSO
• More than 3 years of experience in a technical support capacity is preferred
• More than 2 years of videoconference (VC) troubleshooting experience is preferred
• More than 2 years of experience providing remote technical support is preferred
• More than 1 year of experience providing high-touch support to Enterprise accounts is preferred
• Possess valid technical certifications is a plus
• Native level Japanese; professional level written and verbal English

About the Company:

A leading provider of PC and mobile peripherals such as keyboards, mice, and speakers. Headquartered in Europe, this company’s well-known products can be found in offices and homes around the world.

Keywords:

サポート, 技術, 電子機器, 消費財, エンジニア, 製造業者, 外資系

Job Ref: QKJ4BA