Work in International Environment!
Technical Support Engineer
Provide answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner.
Satisfy customers by listening to thier concerns, demonstrate you understand their issue and their situation, and determine the best course of action.
Collaborate with other BroadSoft teams and diligently to escalate complex problems where a course of action may not be immediately obvious; continue to track issues and manage until full resolution.
Update our customer support portals to proactively provide customers with self-help, documentation, release notes, and FAQs, to avoid problems or resolve issues quickly.
When needed, work with third parties such as ISPs, router, switch and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider, every problem is an opportunity to assist the customer.
SKILLS, KNOWLEDGE & ATTRIBUTES
Demonstrated Technical Support and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promote industry leading customer satisfaction.
Experience with VOIP technology and terminology will be highly advantageous. For example: Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), Codecs, Digital Tone Multi Frequency (DTMF), DNS, UDP, TCP/IP, etc.
Experience with Linux, network analysis and troubleshooting tools is preferred
Knowledge of functions in any of the following areas of SIP Telephony and Unified Communications is highly desirable: IP network architecture, IP phones, Routers, Device Management and Desktop / Mobile Software.
Energetic, motivated, with a positive outlook to make suggestions and work with the team to build customer confidence.
Motivation to make continuous improvements to our support processes and tools.
The ability to speak both Japanese and English fluently is required. Candidates should also have excellent written communication skills in both languages to effectively communicate with customers globally.
Willingness to travel occasionally within Japan or internationally to support customers or for training.
EDUCATION & EXPERIENCE
At least 2 years of experience in Telecommunications, IT or Networking, with an emphasis in the areas of Operations and Technical / Customer Support.
As the leading global provider of Unified Communications as a Service (UCaaS) to service providers worldwide, BroadSoft helps deliver applications Enterprise customers demand.
BroadSoft simplifies the way organizations communicate and collaborate. Our unique and flexible UC-One app is a complete solution that delivers all the Unified Communication and Collaboration features companies want to boost satisfaction and worker productivity, and reduce costs.
BroadSoft brings constant innovation to the communications marketplace through our products, solutions and strategic initiatives like Broadsoft Labs, BroadSoft Marketplace and Xtended Developers Program.
BroadSoft accelerates the success of Service Providers Unified Communications and Collaboration offers providing comprehensive go-to-market and sales enablement tools, proven marketing campaigns and best practices for customer fulfillment.