Technical Support Representative (Japanese Speaking)

National Instruments; Penang; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading technology company in Malaysia is seeking a Technical Support Representative (Japanese Speaking) to manage customer inquiries and resolve technical issues. Ideal candidates will have strong communication skills in Japanese and English, experience in technical support, and familiarity with electronic circuit designs. This role offers an opportunity to work closely with customers, ensuring their success through technical support of lifecycle issues. Join us in building lasting customer relationships.

Qualifications

• Ability to communicate clearly in Japanese and English.
• Experience in technical support with electronic products.
• Familiarity with networking principles and basic programming languages.

Responsibilities

• Handle inbound technical support requests via phone, email, and web.
• Create and manage customer data records.
• Resolve customer issues during activation and maintenance.

Skills

Intermediate or advanced Japanese and English level

Communication Skills

Problem Solving

Technical Knowledge in electronic circuit design

Customer Focus

Education

Bachelor’s degree in engineering or science-related field

1+ year of experience in a Technical Support position

Job description

Technical Support Representative (Japanese Speaking)

In This Role, Your Responsibilities Will Be:

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 activation,installation,implementation, and/or maintenance of TSR supported issues.

Escalatetechnical issues internally to the appropriate support group while maintaining ownership of customer interaction.

Captures and documents knowledge to enable self-service resolution

Learns and adopt Knowledge-Centered Service (KCS) methodology.

Enables customers to self-serve by creating and editing Knowledge based articles.

Who You Are:

You willpartner with customers to ensure their success through broad-based technicalsupportofNI Products. Technical SupportRepresentativesrespond to technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.

For This Role, You Will Need:

Alternatively, currently pursuing a bachelor’s degree in an engineering or science-related field, such as IT, electronic engineering, automotive, manufacturing support or other.

OR having 1+ year of experience working in a Technical Support position.

Intermediate or advanced Japanese and Englishlevel, oral and written.

Preferred Qualifications That Set You Apart:

Communication– Conveying information and ideas clearly and concisely to individuals.

Problem Solver–Responds quickly to resolve customer problems;integrates information from disparate sources toidentify underlying causesand find creative solutions; keeps customers informed and provides feedback on actions taken.

Technical–Familiarwith electronic circuit design concepts and basic electronic instrumentation.Understanding of essential networking principles and equipment.Basic knowledge of programminglanguages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.

Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.

Collaborative– Team oriented with the ability to effectively collaborate with peers. Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.

Customer Focus – Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.