Technical Support Specialist

4 weeks ago


Newport Beach, California, United States Resource Informatics Group Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Resource Informatics Group. As a Helpdesk Support Technician, you will be responsible for delivering exceptional technical support to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers.

Your role will involve supporting customer inquiries, managing account registration, and troubleshooting application issues. Additionally, you will be 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.

You will directly report to the Assistant Manager of the team and will be required to work in an office environment with some flexibility to work on rotation shifts.

Key Responsibilities
  • Respond promptly to customer inquiries
  • Manage customer inquiries and maintain organized records in the ticketing system
  • Provide technical support for incoming queries and issues related to applications supported by the team
  • 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 documents in both English and Japanese
Requirements
  • Bachelor's degree in computer science or related field
  • 1-2 years' experience in IT support or related field
  • Basic computer skills
  • Microsoft Outlook/e-mail capability
  • MS-Office capability (Word, Excel, and PowerPoint, etc.)
  • Prior experience in troubleshooting technical issues
  • Experience with servers such as Linux and Windows is a plus
  • Having automotive R&D knowledge is a plus
  • Knowledge/hands-on experience on IT networking and scripting is a plus


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