Hybrid Technical Support Engineer 2, Japanese Speaking

at Emerson

• Job title: Technical Support Engineer 2, Japanese Speaking
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bayan Lepas, Malaysia

About the role

• Technical Support Engineer providing assistance on NI products and customer support while handling technical inquiries. Engaging with customers to ensure product success and loyalty.

Responsibilities

• Creates and routes technical issues for all customers
• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.
• Resolves technical issues for customers across all account tiers
• Resolves customers’ single incidents during installation, implementation, and/or maintenance of NI products and platforms.
• Responsible for researching, replicating, performing customer’s root cause analysis and providing solution to customers within SLA time frame.
• Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Builds customer proficiency for all account tiers through standard services
• Educates customers through formal training and technical support engagements.
• Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
• Captures and documents knowledge to enable self-service resolution
• Learns and adopts Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Requirements

• Business level Japanese speaking, writing, and reading (JLPT N3 and above)
• Pursuing a Bachelor's degree in an engineering or science-related field
• Alternatively, 1+ year of experience working in a Technical Support position.
• Proficiency in one or more programming languages is required. (LabVIEW experience preferred)
• Open for fresh grad too!

Benefits

• Competitive salary relative to your skills and demonstrated ability to perform in the role.
• World class Generation NI corporate onboarding
• 2-3 Months of Technical Support Engineer functional onboarding & mentoring before supporting customers.
• High quality communication tools and IT equipment.
• Company and personal performance-based bonus.
• An amazing team and a fun place to work.
• 4-1 Hybrid work mode and flexible working hours.
• Support for dental and vision.
• Travel and commute allowances.
• Accessible and attractive modern offices with free parking.
• Shower and gym facilities for those who like to work out.
• Complimentary drinks and snacks.
• Penang tariff monthly “Cafeteria” leisure expenses benefit.
• Regular site and team events.