Customer Technical Support Specialist Iii Ese Language (Remote)

Customer Technical Support Specialist Iii Ese Language | Teradata | Worldwide

What We Do

The Teradata Global Support Organization-Base (GSO BASE) Support team is a 24×7, high volume global support centre. Along with incident management, we provide technical/functional knowledge necessary to resolve customers problems, both internal and external. The support is provided in multiple languages across the globe.

What You’ll Do

The Technical Support Senior Professional- Japanese Support works in a fast-paced, demanding technical customer support centre environment that requires timely solutions to complex technical problems, often of a critical nature to the customer. A Technical Support Senior Professional (Team Lead) for Japanese Support plays a crucial role in managing a team of technical support analysts who provide assistance to Japanese-speaking customers. This role involves a mix of technical expertise, leadership, and customer service skills. Here are the roles and responsibilities typically associated with this position. You will develop and maintain a working knowledge of current hardware, software, firmware, processes, and tools. The work environment requires 24×7 coverage which is achieved via follow the sub-Model, on-call rotations, and extended hours, as needed, to accommodate customer needs.  This position will also be supporting international customers in Japan for after hours and the ability to be proficient in English is a plus.

Who You’ll Work With               

As the Technical Support Specialist for GSO BASE typically works in a collaborative environment and interacts with various teams and individuals within Teradata. Some of the key stakeholders and colleagues that a Technical Support Specialist- Japanese Support may work with Customers, Product Support Engineers, Platform support engineers, Service Experience Managers, Critical Support Managers, Infrastructure and Operations Teams, Training and Onboarding Teams, Third-party Vendors and other Engineering teams.

What Makes You a Qualified Candidate

• Effective oral and written communications skills in Japanese and English language.
• Read, write and speak Japanese Language – JLPT N3 and above
• At least 5 years of Technical Support related experience.
• Basic Database and Operating System knowledge
• Experience in Help Desk/Customer service position is a plus
• Knowledge of Support Center procedures and troubleshooting protocols.
• Knowledge of UNIX, Linux, Windows and other current operating systems.
• Knowledge of Teradata support tools including the installation of remote tools is a plus.

What You’ll Bring

A Technical Support Sr Professional (Team Lead) for Japanese Support is responsible for both managing the team’s performance and providing specialized technical assistance to Japanese-speaking Analysts. This role requires strong leadership skills, technical expertise, and a commitment to delivering exceptional customer support in the Japanese language. Here’s what you should bring to excel in this role:

• Oversee the daily operations of the team focused on providing support to Japanese-speaking customers.
• Provide guidance, mentorship, and coaching to team members to improve their technical skills, product knowledge, and customer service abilities.
• Conduct monthly performance reviews, set goals, and provide constructive feedback to team members.
• Manage work schedules, including shifts and rotations, to ensure adequate coverage for 24X7 support.
• Maintain a deep understanding of the Teradata’s products, services, and technical solutions to assist team members and customers effectively.
• Assist team members in resolving complex technical issues by offering guidance, troubleshooting advice, and escalation support when necessary.
• Handle escalated customer issues, ensuring prompt resolution and customer satisfaction.
• Interact with Japanese-speaking customers directly, demonstrating strong communication skills and cultural sensitivity.
• Monitor and review customer interactions to ensure that high-quality support is provided and that team members adhere to company standards.
• Identify areas for process improvement within the support team and implement strategies to enhance efficiency and effectiveness.
• Ensure that support processes and best practices are documented and shared with the team to facilitate consistent support delivery.
• Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for better service.
• Prepare and present regular reports on team performance, customer satisfaction, and key support metrics to management.
• Work closely with other departments, such as product development, engineering teams to address reported product issues.
• Assist with the translation of technical documentation, emails, or other materials between Japanese and English as needed.
• Be prepared to lead the team during critical incidents or service outages, ensuring timely communication and resolution.
• Participate in the training and onboarding of new team members, helping them become proficient in providing Japanese-language support.
• Coordinate and facilitate ongoing training sessions to keep the team up to date with product changes and industry trends.
• Ensure that the team adheres to DO NO HARM, security protocols and best practices to protect customer data and company assets.
• Act as an advocate for Japanese-speaking customers within the organization, ensuring their needs and concerns are addressed.

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