Japanese Azure Support Engineer

Job Description

Client: Microsoft
Location: REMOTE…
Contract: Can extend to 18 months
MUST BE FLUENT WITH JAPANESE
? Candidate Location Requirements: Remote/Offsite
? Daily Schedule & OT estimate: Sun – Wed (4 days/week – 10-hour shifts) working 7 AM – 7 PM ET / 8 am – 8 pm CST / 2 OT.
Typical Day in the Role
? Purpose of the Team: The purpose of this team is azure response team (ARR), 10 team members, support customers in Japan, Bilingual, work on claims and inquires, 15 min response time for critical cases, must have prompt response, high quality service, will collaborate with local and global members, English is a requirement but the most important is able to speak native Japanese.
? Typical task breakdown and operating rhythm: The role will consist of 70% case handling; the rest of the time could be meetings and research learning.
Products – (not limited but mainly) Microsoft Defender for Office / O365, Microsoft Purview (Security & Compliance), handle high severity cases in Japanese during Japanese non-business hour, assist with English customer cases if there are not high severity Japanese cases.
Compelling Story & Candidate Value Proposition
? What makes this role interesting? – This role provides the opportunity to have good training, a safe place to ask questions, able to learn as you go, and growth within the role.
? Unique Selling Points: The team is diverse, great team culture, bilingual, and the team is very welcoming.
Candidate Requirements
? Years of Experience Required: 3+ overall years of experience in the field.
? Degrees or certifications required: See JD for details for preferred qualifications. Note: experience in this field and cloud computing in general.
? Disqualifiers: Candidates who are not Japanese native speaker, if do not have experience in this field, and cloud computing in general will not be eligible for the role.
? Best vs. Average: The ideal resume would contain Microsoft Technology Certifications (AZ-900 or equivalent) and On-Premises Active Directory experience.
? Performance Indicators: Performance will be assessed based on quality of work, KPI (the manager will be able to see how many cases the worker can handle, the manager will be able to see if the expectations are meant in the cases.
Top 3 Hard Skills Required + Years of Experience
1. Japanese language and English native level
2. Customer service experience, worked in this field| Required 3 Years of Experience
3. Cloud experience Active / Directory experience | Required 2 Years of Experience
Job Description:
? Products: (not limited but mainly) Microsoft Defender for Office / O365, Microsoft Purview (Security & Compliance)
? Handle high severity cases in Japanese during Japanese non-business hour
? Take care of English customer cases if there are not high severity Japanese cases
? Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners – Scope a customers issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
? Consult and collaborate with your immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues.
? Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
? Document your technical work and research in detailed and comprehensive manner. – Prioritize your work to accomplish the most important and urgent requests first. You also work critical cases as needed on a 24×7 basis or through an on-call model. Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.
Requirements:
? 3+ years experience in technical /product /software support, network operations, IT admin, IT consulting, or any customer-facing technical work experience, System Administration/Configuration of Windows and Linux Operating systems OR Bachelor’s Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
? Language Qualification: Bilingual: Japanese and English
? Cloud computing in general (Azure, Amazon Web Services, Google Cloud Platform)
Additional or Preferred Qualifications:
? Microsoft Technology Certifications (AZ-900 or equivalent)
? On-Premise Active Directory experience

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