IT Client Services role providing Tier 1 - 3 support for software, hardware, and meeting technology issues. Involvement in user education and asset management within an inclusive workplace.
About the role
- Technical Support Engineer providing assistance on NI products and customer support while handling technical inquiries. Engaging with customers to ensure product success and loyalty.
Responsibilities
- Creates and routes technical issues for all customers
- Handle inbound technical support requests (Phone, Email, Web).
- Validates customer entitlements and approves exceptions for unentitled customers.
- Dispatch out-of-TSR scope technical issues to the appropriate support group.
- Create and manage customer data records within our applications to ensure proper data integrity.
- Resolves technical issues for customers across all account tiers
- Resolves customers’ single incidents during installation, implementation, and/or maintenance of NI products and platforms.
- Responsible for researching, replicating, performing customer’s root cause analysis and providing solution to customers within SLA time frame.
- Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
- Builds customer proficiency for all account tiers through standard services
- Educates customers through formal training and technical support engagements.
- Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
- Captures and documents knowledge to enable self-service resolution
- Learns and adopts Knowledge-Centered Service (KCS) methodology.
- Enables customers to self-serve by creating and editing Knowledge based articles.
Requirements
- Business level Japanese speaking, writing, and reading (JLPT N3 and above)
- Pursuing a Bachelor's degree in an engineering or science-related field
- Alternatively, 1+ year of experience working in a Technical Support position.
- Proficiency in one or more programming languages is required. (LabVIEW experience preferred)
- Open for fresh grad too!
Benefits
- Competitive salary relative to your skills and demonstrated ability to perform in the role.
- World class Generation NI corporate onboarding
- 2-3 Months of Technical Support Engineer functional onboarding & mentoring before supporting customers.
- High quality communication tools and IT equipment.
- Company and personal performance-based bonus.
- An amazing team and a fun place to work.
- 4-1 Hybrid work mode and flexible working hours.
- Support for dental and vision.
- Travel and commute allowances.
- Accessible and attractive modern offices with free parking.
- Shower and gym facilities for those who like to work out.
- Complimentary drinks and snacks.
- Penang tariff monthly “Cafeteria” leisure expenses benefit.
- Regular site and team events.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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