Customer Support Associate Ese Speaking (Remote)

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

JOB DESCRIPTION:

Key Responsibilities:

• Act as the first point of contact (Tier 0) for Customer incidents reported (during the business hours) by telephone, email & Web, ensuring all processes and agreed upon standards are followed.
• Effectively review and validate the Customer contracts & entitlements.
• To capture the customer issue properly and create the incident & triage to respective technology focus groups.
• Japanese/English translation assistance for Remote Support Engineers
• Monitor cases assigned to Japanese engineers and re-queue when they are on leave or as requested by customer.
• Monitor cases that have not been responded for a long duration and flag it with engineers/ Managers.
• Take the ownership of Support Portal related queries and cases.
• Support enquiries and requests made by internal sales representatives.
• Maintain Customer Satisfaction levels to within or above-defined range.
• Consistently meet/exceed customer account needs; find opportunities to improve company service and support goals.
• Dedication to the success and satisfaction of our customers
• Work independently and as a team to come up with the best solutions to a customer queries.
• Continually pursue ongoing training and development opportunities to advance skills and, in turn, the ability to deliver to Customers effectively.
• Maintain an ongoing awareness of the Customer base and ensure delivery against contractual obligations.

Required Skills/Experience:

• Language Skills:

• Native or near native fluence in Japanese.
• Proficiency in English (both written and verbal)

• Excellent communication and interpersonal skills, with ability to handle customer queries and concerns sensitively.
• Strong writing skills for creating and translating documentations.
• Require excellent telephone and Chat etiquette, including strong verbal communication and listening skills.

• Graduation in Computer Science, IT/Computer Science Engineering with minimum 3+ years of industry-based experience using enterprise-level platforms and applications.
• Require excellent diagnostic and troubleshooting skills.
• Experience with contemporary Operating Systems, Networking Concepts, and Computer Security concepts.
• Understanding backup theory and design. Backup and data management fundamentals.
• Use ticket data, product documentation and other resources to research and resolve client technical issues.
• Working knowledge of Commvault solutions preferred.

Good to have Skills:

• ITIL Service Management Certification or training.
• Require strong customer service / satisfaction ethic.
• Able to work independently without significant assistance; must be able to multi-task and effectively prioritize within a high volume/time-sensitive environment.
• Attitude of enjoy working in a technical team environment.
• Should be customer-focused with strong customer service skills.
• Very well organized and able to prioritizes work effectively.

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.

For our Candidates to prioritize your security:

Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email or prior to your first day of employment.

If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC’s website.