Customer Support Representative (Japanese Proficiency Required - Training Provided)

Your duties will consist of investigating reported issues and contacting customers to gain a thorough understanding of their problems. Keeping customers informed about the status and resolution of their issues is crucial. You'll utilize troubleshooting tools, such as event logs and performance traces, to aid in resolving customer issues. This role involves resolving or escalating a diverse range of customer issues while meticulously documenting technical work and research findings. You will analyze problems and create solutions tailored to customer needs, leveraging log analysis and other proprietary tools. Collaboration is essential, as you'll work with resources from other teams to resolve moderately complex customer issues. Ongoing training, both technical and non-technical, is provided to ensure proficiency in support topics and to improve your skills. You will provide feedback to more senior engineers or technical advisors to improve products and escalate potential defects to ensure resolution.