• Communicate with customers to understand technical issues.
• Ensure customers stay informed as to the status/solution of their issue.
• Utilize troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
• Resolve or escalate multiple and varied customer issues. Document technical work and research.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
• Attends readiness training and non-technical training to ensure that they become proficient in support topics.
• Provides feedback to improve products to more senior engineers or technical advisors.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems

Must Have:

• Open to Freshers & Non-Tech backgrounds – must meet one of the following language criteria:
• Fluent in Japanese (equivalent to JLPT N2 or above), with the ability to read English documents and basic English communication skills.
• Fluent in Korean (equivalent to TOPIK 4 or above), with the ability to read English documents and basic English communication skills.
• Fluent in Chinese (equivalent to HSK 5 or above), with the ability to read English documents and basic English communication skills.
• Priority given to candidates with customer service experience or a strong customer-oriented mindset.
• Working time: 7am-4pm or 9am-6pm (depend on team)

Nice to Have:

• Having background or working experience in IT/Technical/Engineering/Science/Programming Language is an advantage.