Interactive Intelligence System Engineer in Tokyo, Japan
The System Engineer position will work with other departments in CaaS such as the Network Engineer, Services, and NOC Teams providing first class support and customer service while performing incident management for the CaaS customers.
Major Responsibilities/Activities • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature in the areas of networking, systems performance, software and hardware issues, system administration, and the CIC application • Research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner. Present complex information in a clear, concise manner. • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers • Analyze systems issues and escalate these issues to various internal subject matter experts. • Participate in team projects that enhance the quality or efficiency of support operations • Develop and deploy test systems and utilize the test servers to reproduce problems • Continually enhance technical and professional skills • Work independently and with internal teams such as the Network operation team, engineering, operations, Professional services and support teams to resolve incidents Minimum Requirements • Bachelor’s degree or equivalent in work experience • Minimum 1+ years’ (Prefer to have 2+ years’) experience in B-to-B application / software customer service skills. • Fluent Japanese communication skill (phone / web / email) for both direct and indirect customer. • Bilingual Japanese and English. (English communication is mainly internal the beginning part but require written and verbal communication skills) • Ability to work OnCall shift (Night time emergency call stand-by). • Knowledge/Support experience of virtualization technology (especially Hyper-V) and Windows server (2008 / 2012) • Ability to multi-task, prioritize and be detail-oriented • Ability to take initiative and be proactive • Ability to complete tasks individually and work in a team environment • Eagerness to learn new technologies and conceptsPreferred Requirements • Knowledge of Voice over IP (VoIP), telephony, and related technical terminology • Knowledge of AW