Technical Support Engineer - Bilingual EN/JP

at  DigiCert

ABOUT DIGICERT

We’re a leading, global security authority that’s disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world’s largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust-and abstract idea-to work. That’s digital trust for the real world.

DESCRIPTION

The Technical Support Engineer is responsible for providing technical support via phone, chat, and email to DigiCert customers and partners. The applicant must have the ability to troubleshoot complex product issues related to installation, upgrades and network related problems. The Technical Support Engineer will be working in a dynamic environment and must have the ability to provide a unique, outstanding customer service experience.

REQUIREMENTS

• Develops resolutions to problems of limited scope. Follows standard practices and procedures.
• Strong interpersonal skills
• Excellent written and oral communication skills (fluent in English & Japanese)
• Proficient knowledge of Microsoft Windows XP, 7, 8 and 10
• Understanding of Linux and Windows Server / Active Directory
• Good knowledge of networking and TCP/IP networks
• Working knowledge of programming/scripting languages
• Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint
• Understanding of PKI, SSL, HTML, DNS, S/MIME, SMTP, and networking protocols.
• Must display core values (Respect, Accountability, Passion, Integrity and Drive) in actions and work
• Possess a positive attitude and outlook
• Customer-focused and can demonstrate mastery of customer service skills
• Proven analytical and problem-solving abilities
• Ability to multi-task with strict attention to detail and accuracy
• Quickly adapt to new technology and terminology
• Ability to work individually as well as in a team environment
• Be proactive, self-directed, detailed and organized in order to take lead of any situation

QUALIFICATIONS

• Higher Education qualification (Bachelor’s/Equivalent)
• 4 years minimum of experience in call-center based support role
• Proven track record of meeting goals, receiving team awards

• Undergo training to support DigiCert products and services
• Provide telephone, email, and live chat-based support
• Manage your workload to ensure all customer issues are handled and resolved in a timely manner
• Cross-functional collaboration to disseminate information in a clear manner to all audiences
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Analyze complex customer issues to identify problem area(s) and recommend and take corrective action
• Provide superior customer service and build successful long-term customer relationships
• Work closely with management to provide valuable input to improve the product’s vision and to make DigiCert customers successful
• Develop common question and answer documentation to be included in DigiCert’s Knowledge Base
• Demonstrate ability to accurately gather information and document customer issues through the CRM tool
• Actively support achievement of team goals, objectives, and compliance within SLA
• Achieve and maintain high levels of customer satisfaction
• You must also serve in a trusted role capacity as a Registration Officer which is relevant to your system access privileges
• You may also assist with the issuance process for the products we provide to our customers, for example research customer organizations and verify organization contact details online
• You may be required to work on weekends and/or join an on-call roster
• Other duties as assigned