• Providing technical assistance on Citrix products to customers of small to medium size via phone, email and/or remote access

• Conducting problem analysis and collaboratively identifying problems of minimal to moderate complexity

• Achieving and maintaining agreed service levels along with other established goals

• Works independently with minimal supervision.

• Publishing articles on moderately complex technical support issues in Citrix's Knowledge Centred Support systems

• Documenting cases and resolutions clearly in the CRM system, taking ownership of hot and/or more critical cases when required

• May be responsible for providing guidance, coaching and training to other employees within the job area.

Requirements (Education and Experience)

• Native lavel Japanese Language is a requirement for the role as you will primarily be servicing Japanese customers.

• Must possess a Degree/Dip in Science, Computing, Information Systems or equivalent experience

• At least three years of experience in a technical customer support environment or field experience

• Ability to understand technical issues and apply technical concepts

• Possesses good problem solving and analytical skills

• Strong written and verbal communication skills, as well as listening skills in Japanese

• Advanced knowledge of Windows Desktop/Server and networking/WEB protocols (such as TCP/IP/HTTPS/DNS)

• Requires advanced knowledge of job area typically obtained through advanced education combined with experience. May have practical
  knowledge of project management.

• Typically requires a University Degree or equivalent experience and minimum 5 years of prior relevant experience; or a Master’s degree with 3 years; or a PhD without experience.

Successful candidates

• Want to work on diverse products, each requiring different technologies, methodologies and approaches to solving problems

• Love to continuously learn and improve through external/internal courses, mentoring or on-the-job training

• Are passionate about technology and naturally curious about cloud-centric virtualized world

• Ability to work both independently and well with others

• Outstanding problem-solving skills with an eye for details and the desire to problem solve