A Staffing Inc Is Hiring A Customer Support Rep Japanese

Customer Support Representative 🌟

Join our team as a bilingual Customer Support Representative, providing exceptional service to our clients in a dynamic environment!

Location & Compensation 💼

• Location: New York, New York, United States
• Salary Range: $50,000.00 - $90,000.00 (US Dollar)
• Language Requirement: Japanese Bilingual

Key Responsibilities 📝

• Respond to service-related customer inquiries, troubleshooting issues, and complaints via phone and email.
• Instruct network carriers to troubleshoot circuit outages and usability issues.
• Communicate with application service providers/resellers to address customer inquiries.
• Provide remote guidance to customers to identify the cause of Internet connection outages.
• Offer basic instructions on application usage and Internet-related services.
• Escalate complex trouble tickets to the engineering team when support scope is exceeded.
• Manage ongoing service tickets to ensure adherence to service levels.
• Notify customers promptly about planned or unexpected service outages.
• Open tickets related to data center inquiries and troubleshooting.
• Create, update, and translate manuals, documents, and reports as needed.

Work Schedule & Team Collaboration ⏰🤝

• Regular hours: 9:00 AM – 5:00 PM EST
• Team coverage spanning from 9:00 AM – 5:00 PM PST (12:00 PM – 8:00 PM EST) Monday to Friday.
• In case of absence, support coverage is maintained during the same hours.

Additional Duties & Leadership 🌐

• Collaborate with the Professional Services department to gather information for LAN support and troubleshooting.
• Develop manuals and guides for LAN support and troubleshooting procedures.
• Lead and train customer support staff in LAN support activities and troubleshooting techniques.

Reporting & Management 📋

This position reports to the Manager, Customer Support, General Manager, Professional Services, and/or Chief Operating Officer. Additional persons may be designated by the President or CEO as necessary.