Technical Support Engineer, Japanese

September 17

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Automation Anywhere

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Robotic Process Automation • Automation Software • RPA • Intelligent Automation • Hyperautomation

1001 - 5000

Description

• Taking ownership of the Support Tickets and customer communication • Working with required Sr. Engineer and ensuring the logical conclusion of ticket when they are unable to solve the ticket within the stipulated time • Issuing understanding and impact analysis during problem identification - Severity validation • Identifying affected components • Searching KBs, support tickets, documents for relevant solutions for the reported issue • Requesting and reviewing all required details like screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with customer • Capturing self-analysis over the ticket, creating internal and external notes • Noting swarm details (using swarm template) to be filled with proper log analysis • Sharing plan of action with the customer before scheduling a meeting with customer • Completing mandatory Product/process training on time

Requirements

• BA/BS degree in Sciences or Engineering, with Computer Science or Computer Engineering background preferred • 0-2 years of technical experience – we will train you! • Japanese and English fluency required – spoken and written • Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite • Knowledge of LAN, WAN, WLAN technologies and network protocols such as TCP/IP, DNS, DHCP, VPN, etc. preferred • Good Understanding of Linux/Unix will be an added advantage