• 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 ensures the expected service levels.
• Sends notices for planned or unexpected service outages to customers in a timely manner.

- ビジネスレベルの英語/日本語力

- MS Word, Excel, OutlookとInternet Explorerの知識

- Business-level speaking and writing skills in both Japanese and English.

- Working knowledge of MS Word, Excel, Outlook, and Internet Explorer.

- A willingness and ability to learn quickly.

- Experiences of collaborating with a team in a business environment.