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JOB ID: 10921
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Job Description
IT
| Salary | Annual Salary：USD 50,000 〜 70,000 | Location | New York, NY |
|---|---|---|---|
| Required Languages | Japanese | Employment Type | Full-time Employee |
Responsibilities
Description of Responsibilities
Responds to service related customer inquiries, trouble, and/or complaints by phone and email.
Instructs network carriers to troubleshoot 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 application and internet related 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.
* Opens appropriate tickets with the datacenter related inquiries and troubles.
* Creates, revises, and translates manuals, documents, and reports when needed.
* Regular working hours is 9am – 5pm Eastern Standard Time (EST).
* With teamwork, covering working hours of 9 am – 5 pm Pacific Standard Time (PST) from Monday to Friday (12 – 8 pm EST from Monday to Friday), in case of absence of a customer support representative covers working hours of 9 am – 5 pm Pacific Standard Time (PST).
* Collects information from department of Professional Services to enable to perform LAN support and its troubleshooting.
* Creates manuals to perform LAN Support and its troubleshooting for customer support.
* Leads customer support staffs to perform LAN support and its troubleshooting with sharing information.
IT5000070000.
Requirements
* No prior IT experience necessary; candidates with genuine interest will be considered.
Preferred
* Previous IT Customer Support experience preferred
Job Details
| Employment Type | Full-time Employee |
|---|---|
| Salary | Annual Salary：USD 50,000 〜 70,000 |
| Work Hours | 9:00〜17:00 Monday to Friday (1 hour lunch break). May require covering working hours of 9 am – 5 pm Pacific Standard Time (PST) from Monday to Friday (12 – 8 pm EST from Monday to Friday), in case of absence of a customer support representative. Work condition: Hybrid. Must be able to work on-site until fully trained and able to handle Customer Support tasks independently (no remote work during training period). |
| Required Languages | Japanese：Business Level |
| Insurance | Medical, dental, and vision insurance |
| Employee Benefits | 401K (3% matching after 1 year of employment) |
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※ Please note that the application period may already be closed, so we will confirm the recruitment status before you apply.
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