Remote IT Customer Support

Summary

Join our IT Company in Manhattan, NY as a Full-time Customer Support Specialist. Respond to customer inquiries, troubleshoot issues, and provide remote instructions. Strong Japanese and English skills are required.

Requirements

• Business level speaking and writing skills in both Japanese and English are absolutely required
• Working knowledge of MS Word, Excel, Outlook and Internet Explorer is required
• A willingness and ability to learn quickly is required
• Experiences of collaborating with a team in a business environment is required

Responsibilities

• Responds to service-related customer inquiries or troubleshooting by phone and email
• Instructs network carriers to troubleshoots circuit outages and usability issues
• Communicates with application service providers/resellers to respond to customer inquiries
• Provides customers with remote instructions to isolate the cause of Internet connection outages
• Provides customers with basic instructions on the use of the computer & network application services
• Escalates trouble tickets to the engineering team once the work level of a service ticket is beyond the scope of the 1st level support
• Manages ongoing service tickets and ensure the expected service levels
• Sends notices for planned or unexpected service outages to customers in a timely manner