Local Language Support (LLS)
Principle Duties and Responsibilities:
· Work rotating day and night shifts in 24 x 7 support centre
· Take customer technical inquiries on phone and email, create/update/escalate product service requests.
· Dispatch service requests to the relevant technical support team
· Perform written Japanese-English translations of Service Request updates between Japanese customers and non-speaking technical support engineers.
· Communicate in English with technical support engineers
· Redirect customers to relevant technical support teams as required
· Answer or escalate product support contract inquiries
· Assist with the work flow of an existing Service Request