Customer Service Advocate (CSA)

The Customer Service Advocate is ideally suited for customers who need current information about my client's environment:

- Assistance with Severity 1 case management, 24x7, with pooled resources after business hours
- Assistance with Severity 2–4 case escalation management (with daily touch points on Severity 2 cases)
- Facilitation of root cause analysis and event reports
- My client's Online Support Portal and Support App reviews
- Monthly service review meetings
- Connectivity verification to ensure that you are set up for success
- Assistance with Field Change Orders, Technical Advisories, Security Advisories, and Trackable Service Events
- Life-cycle management reports (End of Service Life and service contract expiry)
- Account documentation (microcode status, hardware inventory, software version status, installation dates, and more)

My client's Customer Service Advocates have a history of working with accounts on service and support issues. That experience, coupled with astute business awareness, enables you and your team to focus on the more strategic side of IT rather than dealing with cumbersome support administration and reporting.

- Ability to work in a high-pressure environment.
- Customer focused.
- Possess strong product/technology/industry knowledge.
- High Business (JLPT 1) or Fluent Japanese Communication skill (i.e. Reading, Writing, Speaking).