POSITION SUMMARY
RESPONSIBILITIES
- Respond to customer inquiries, issues, and complaints via phone and email.
- Instruct network carriers to troubleshoot circuit outages and usability problems.
- Communicate with application service providers/resellers to address customer inquiries.
- Provide remote guidance to customers to help isolate the cause of internet connection outages.
- Offer basic instructions to customers on using applications and internet-related services.
- Escalate trouble tickets to the engineering team when issues exceed the scope of 1st level support.
- Manage ongoing service tickets, ensuring service levels meet expectations.
- Send timely notices to customers for planned or unexpected service outages.
- Open tickets with the datacenter regarding inquiries or troubleshooting issues.
- Create, revise, and translate manuals, documents, and reports as needed.
- Standard working hours are 9:00 AM to 5:00 PM Eastern Standard Time (EST).
- As part of a team, cover working hours from 9:00 AM to 5:00 PM Pacific Standard Time (PST) (12:00 PM - 8:00 PM EST), Monday through Friday, in case of the absence of another customer support representative.
Collect information from the Professional Services department to support and troubleshoot LAN issues. Create manuals and lead customer support staff in performing LAN troubleshooting.
REPORTING LINE
Reports to the Manager, Customer Support and/or General Manager, Professional Services, and/or Chief Operating Officer. Other reporting persons may be designated by the President & CEO as necessary.
QUALIFICATIONS
This is a PC support and helpdesk role where tickets are received and escalated to the Professional Services (PS) department if unresolved.
- No prior IT experience is required, but interest in the field is encouraged. Suitability will be evaluated during the interview process.
- The role levels are defined as follows: Customer Support (Tier 1) → ATS (Tier 2 or higher) → Engineer.
We are looking for someone with 2-3 years of professional experience.
- Must be fully bilingual in Japanese and English.
- Strong interest in technology
SALARY
$50,000-$70,000/year, company benefits such as medical insurance, vacations are available.
LOCATION
Midtown, New York
Hybrid work
We sincerely apologize, but due to a high volume of applicants, only those who successfully pass the initial screening will be contacted. We truly appreciate your understanding.
#LI-JACUS #LI-US #countryUS