Purpose of the Team: The purpose of the Azure response team (ARR), is to support customers in Japan.
Key projects: This role will be responsible for delivering Identity and Microsoft O365 Cloud Identity Support for Enterprise Level Premier customers, 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 is 70% technical support: case handling/customer support and 30% meetings, self learning.
Responsibilities:
Deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.
Utilize knowledge of the customer environment to resolve issues in a timely manner.
Manage escalations and sub-cases to ensure timely and high-quality resolution of all issues.
Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
Work with Technical Account Managers to effectively manage hot sites including documented action plans and daily status updates for the customer and Microsoft management.
Execute formal post-mortem process on closure of critical issues.
Initiate and participate in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.
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Years of Experience Required: 5 years of experience required for the role
Degrees or certifications required: 4-year technical degree or equivalent work experience, plus a minimum of 3 years experience in technical support or MIS in an Enterprise environment.
Disqualifiers: Candidates with constant job hopping and not fluent in Japanese
Best vs. Average: The ideal resume would MUST Must have excellent customer service experience and be 10/10 fluent in English/Japanese, possess a solid working knowledge of Enterprise Messaging Administrative concepts and Identity (client authentication, Identity Authorization and Authentication experience, Identity Synchronization Technologies (Dirsync, AAD Connect, FIMetc), Identity and Access Management, Office 365 Identity Management, and Azure Cloud experience
Performance Indicators: Performance will be assessed based on meeting deadlines, feedback from the team, and quality of work.
Top 3 Hard Skills Required + Years of Experience
1. Minimum 3 years experience with technical /product /software support, network operations, IT admin, IT consulting, System Administration/Configuration of Windows and Linux Operating systems
2. Minimum 1 year experience with technical support, technical consulting experience, or information technology experience.
3. Minimum 2+ years of experience with Azure or Cloud experience.
4. Language Qualification: Japanese Language: fluent in reading, writing, and speaking. English Language: confident in reading and writing; moderate spoken English skills
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.