Tier 2 Japanese Speaking Support Analyst

TIER 2 JAPANESE SPEAKING SUPPORT ANALYST REDMOND, WA 24 MONTH CONTRACT

At COMPUCOM, you re more than just a number. Our employee relationship managers support you throughout your engagement, provide career guidance and reemployment assistance. Join CompuCom!

This role is responsible for delivering Japanese technical support to administrators of our clients product. Utilizing various troubleshooting techniques and his/her exceptional communication skills the Tier 2 Technical Support Analyst ensure high customer satisfaction by identifying and delivering informed individualized solutions and workarounds to administrators.

REQUIRED SKILLS:

- Flunt Japanese fluency both written and verbal
- Minimum 2 years IT Support experience
- Knowledge of Microsoft System Center Configuration Manager basic concepts and Online Services basic concepts
- Working knowledge of Microsoft Office Products, especially Microsoft Outlook
- Ability to read logs and to conduct remote support sessions with administrators
- Technical writing skills
- Ticketing system experience
- Excellent customer service skills and customer focused attitude
- Ability to effectively communicate with IT Professionals about technical issues
- Ability to work in a fast paced team environment
- Working knowledge of all tools required for the position

REQUIRED TECHNOLOGIES:

- Either MSSolve or CAP experience
- Good general MS Application knowledge required (ie configuration, setup and user preferences)
- Good understanding of drivers and driver installation knowledge required
- Working knowledge of Windows XP and Windows 7 (MCP Preferred)
- Working knowledge of Microsoft Office products
- SMS basic concepts preferred
- Group Policy concepts preferred
- Ticketing system experience required
- Creation of documentation of processes, best practices and technical instructions for Support Groups based off of problem management findings
- Configuration Manager Log Trace tool
- Event viewer
- Windows PowerShell
- ETL log reader
- MSDT

GENERAL RESPONSIBILITIES:

- Provide timely, precise and high quality communication with customers to ensure high customer satisfaction
- Learn and remain current in relevant product knowledge, support policies and support delivery
- Follow all specified guidelines regarding service delivery that includes, service request documentation, customer communication, collaboration and escalation process
- Accurately scope technical issues leveraging various troubleshooting tools
- Reproduce customer issues in test environments when needed
- Search and understand KB articles to troubleshoot known customer issues
- Assess own skills and engage the best technical resources available at any given time to ensure issues are driven towards resolution, this may include consulting with Support Escalation Engineers according to support policies
- Document new solutions and workarounds to be published in internal knowledgebase
- Remain current on all product information available
- Work a flexible schedule, any shift, as this role will accommodate Tokyo business hours as well

*CompuCom supports Employment Equity and Diversity*Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.