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Help Desk Specialist (Japanese + English)

Austin, TX, USA

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 25,900+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Help Desk Specialist (Japanese + English). Scroll down to learn more about the position’s responsibilities and requirements.

EPAM Systems provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations. We are hiring people to extend support in the Japanese language.

Responsibilities

  • Provide timely resolution of client inquiries as the point of contact for Google Cloud Platform customers including billing, trials and cancellations;
  • Ask necessary questions in order identify customer issues, determine root cause and provide appropriate resolution;
  • Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions and improve the customer experience;
  • Review and improve the quality of localization in materials including online help, websites, customer emails and notifications.

Requirements

  • Excellent oral and written English and Japanese communication skills;
  • Strong troubleshooting/problem-solving skills;
  • Ability to prioritize and multitask work;
  • Excellent customer service skills;
  • Ability to understand the overview of Google Cloud Platform products with Cloud technologies;
  • Ability to adapt to new technologies and get a certification of Google Cloud Platform product overview;
  • Ability to perform job functions under stress and pressure;
  • Strong verbal and written communication skills and analytical skills;
  • Willing to take initiative and be accountable;
  • Commitment to continuous self-learning;
  • Commitment to document solutions and knowledge gaps as identified;
  • Reliability and regular attendance is essential;
  • Work experience in local customers is preferred.

Nice to have

  • B.A./B.S. degree is preferred. Prior customer support experience for more than couple of years, preferably in enterprise software;
  • Experience working on central helpdesk teams.