Application Support Engineer

6 days ago

Farmington Hills, United States Toyota Tsusho Systems Full time
Job DescriptionJob Description

Summary:

The Bilingual Application Support Engineer is responsible for delivering proficient technical support in both languages to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers. Their role involves supporting the customer inquiries, managing account registration, and troubleshooting application issues. Additionally, they are tasked with providing comprehensive documents such as technical and operational/customer manuals. This role requires a strong customer service mindset, the ability to analyze systems, and customer needs and plans to provide specialized business solutions and make recommendations to improve efficiency. They directly report to the Assistant Manager of the team. The schedule for this role is on rotation Shift 1 is 8:00am - 5:00pm and Shift 2 is 11:00am – 8:00pm (Monday – Friday). Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs.


The schedule for this role is on rotation Shift 1 is 8:00am - 5:00pm and Shift 2 is 11:00am – 8:00pm (Monday – Friday). Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs.


Essential Functions:

  • Respond promptly to customer inquiries
  • Manage customer inquiries and maintain organized record in the ticketing system.
  • Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions.
  • Manage customer accounts daily and ensure data accuracy.
  • Organize workflow to meet customer timeframes
  • Direct requests and unresolved issues to the designated resource
  • Follow up on customer interactions
  • Record details of inquiries, comments and complaints
  • Record details of actions taken
  • Prepare and distribute customer activity reports
  • Maintain customer databases
  • Communicate and coordinate with internal departments
  • Provide feedback on the efficiency of the customer service process
  • Translate system and application document in both English and Japanese.
  • Consistent availability to work in an office environment.
  • Collaborate with team members to provide support to customers.

Requirements

Required Education and Experience:

  • Bachelor’s degree in computer science, or related field
  • Bilingual with Japanese-English
  • 1-2 years’ experience in IT support or related field.
  • Basic computer skills
  • Microsoft Outlook/E-mail capability
  • MS-Office Capability (Word, Excel and Power-point etc)
  • Prior experience in troubleshooting technical issues
  • Experience with server such as Linux and Windows is plus
  • Having automotive R&D knowledge is plus
  • Knowledge/hands-on experience on IT networking and scripting is plus

Competencies:

  • Act with integrity and professionalism.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal, negotiation, and conflict resolution skills.
  • Excellent organizational skills, attention to detail
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Problem Solving/Analysis skills.
  • Proficient with Microsoft Office Suite.
  • Should be a good team player.
  • Proficiency in document management.

Other Duties:

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Position Type/Expected Hours of Work:

This is a full-time position. There are two shifts: 8:00am - 5:00pm or 11:00am – 8:00pm (Monday – Friday). Some amount of flex time or overtime will be required to meet business needs. Scheduled weekend work will also be required from time-to-time to meet business needs.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; stoop; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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