Support Manager, Tokyo

As a Support Manager, you will lead members of the Support Engineer team, including day to day management and professional development. Direct responsibility for customer interactions/communications while acting as support liaison between customer, Product Management, R&D and Business units.

What You Will Do

• Work with the team on troubleshooting and determining the root cause of the issues, suggesting workarounds and solutions.
• Collaborate with global support team, operations, product and developers
• Manage the escalation process within the support team; ensure best service level coverage, as well as providing ongoing, timely updates on new issues,
• Provide technical training/mentoring on new product features, workarounds and processes as needed.
• Develop and implement procedures, methods and processes to keep operational efficiency and mitigate risks to achieve team results.
  
  
   

Requirements

What We Are Looking For

• 5+ years of support management experience
• Advanced knowledge of operating systems, storage and networking
• Service oriented, very strong interpersonal and communication skills
• Excellent Windows (mostly 7, 8, 10) troubleshooting skills (e.g. Windows slowness, freezes)
• Ability to lead complicated processes and come up with creative solutions
• Strong technological background is a major advantage
• Fluent proficiency in English is an advantage
• Consistently maintains the highest standards of professionalism when interacting with team members, management, members, owners and guests.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem solving skills.