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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in troubleshooting across multiple operating systems, including Windows and macOS, while effectively managing customer support tickets and collaborating with cross-functional teams. Fluent in both Japanese and English, with strong communication skills to deliver training and document solutions.
Highest-signal resume keywords
Windows TroubleshootingCustomer Service ExperienceFluency In Japanese And EnglishZendesk ExperienceBasic Networking Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Level 1 TroubleshootingDevice Configuration VerificationBug EscalationLinux TroubleshootingVirtualization Platform UnderstandingRMM Software ExperienceScheduled Actions InvestigationPatch Failures InvestigationRemote Connection Failures InvestigationKnowledge Base Article Creation
Soft Skills
Excellent Oral And Verbal Communication SkillsStrong Interpersonal SkillsAdaptability To New TechnologiesAbility To Prioritize Based On Customer ImpactTeam Collaboration
Tools & Technologies
WindowsMacOSLinux DistributionsZendeskVirtualization Platforms
Certifications & Qualifications
Associate’s Degree In Computer Science
Industry Keywords
Customer SupportTechnical SupportTroubleshootingSupport TicketsCollaboration
Tech Stack
Tools & technologiesLinuxMacOS
About the role
Key responsibilities & impact- Review support tickets and assess Level 1 troubleshooting work
- Prioritize troubleshooting and manage time effectively
- Verify policy, organization, device configuration, and integration settings
- Reproduce issues and gather supporting data, logs, and screenshots
- Collect information for bug escalations
- Investigate issues such as scheduled actions, patch failures, and remote connection failures
- Identify solutions or workarounds for existing issues and communicate them to customers
- Escalate unresolved bugs and investigations to Level 3
- Provide prompt and accurate follow-up on tickets and support calls
- Collaborate with Engineering, Customer Success, QA, Product Management, and other internal departments
- Create and deliver product or technology training for internal and external partner teams
- Share issue resolutions and workarounds, including creating knowledge base articles
- Perform other duties as needed
Requirements
What you’ll need- Associate’s degree in Computer Science and/or equivalent work experience
- Fluent in Japanese and English
- At least 2 years’ experience in a customer service/support related position
- Proficient in Windows, including Windows registry and services
- Fluent in Windows troubleshooting
- Working knowledge of macOS
- General understanding of Linux distributions is a plus
- Fluency in Mac troubleshooting is a plus
- Linux troubleshooting experience desired
- Previous experience with Zendesk is a plus
- Excellent oral and verbal communication skills
- Ability to prioritize based on customer impact
- Adaptability to new technologies and processes
- Strong interpersonal skills for working in a team-oriented environment
- Understanding of any virtualization platform
- Basic networking knowledge
- Previous RMM software experience helpful but not required
- Must be able to work Sunday–Thursday, 6pm CT–3am CT
- Must work rotating weekend on-call duties approximately every 2 months
- Position is not eligible for visa sponsorship
Benefits
Comp & perks- Full-time work that is hybrid remote
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan
- Life insurance coverage
- Unlimited PTO
- Opportunities for growth and advancement