Support Engineer
Tokyo, Japan
Overview:
Eagle Eye is a fast growing company that has 200 employees worldwide. It was founded by Dean Drako https://en.wikipedia.org/wiki/Dean_Drako.Eagle Eye Networks is seeking a Technical Support Engineer in Shibuya, Japan. At Eagle Eye Networks, you will be the contact person for our channel partners and customers with the goal to keep them happy. Your activities could be from helping customers to get the solution up & running, help to configure IP camera systems, investigate any problems with cameras or any cloud software (Eagle Eye Networks CameraManager and Eagle Eye Cloud VMS) to coordinating support cases within the organization. All in all, you will be the person responsible for keeping our customers and partners happy!
On a daily basis, your tasks will consist of providing support via the telephone or email to our customers and partners in Japan. The daily activities are diverse and will vary between providing assistance to an installer when setting up camera systems to supporting the large security departments and IT companies with thousands of cameras connected.
In addition, we expect you to gain excellent product knowledge. This will be done through various product training and your own personal experiences. Your main drive is to keep our customers and partners satisfied.
About Eagle Eye Networks:
Eagle Eye Networks is a cloud-based video management company. The Eagle Eye Security Camera VMS has been purpose built for the cloud and provides unsurpassed security, redundancy and reliability while allowing partners and customers the use of a wide variety of IP and analog cameras. Eagle Eye’s cloud is ideal for end-users and resellers requiring single sign-on access to live, recorded or event-based video across multiple locations. The Eagle Eye VMS has strong APIs for the secure integration of third party systems.
Responsibilities include:
- Taking care of incoming tickets, emails and calls
- Managing open support cases within the organization and finding a solution to maintain customer satisfaction
- Daily technical support assistance for channel partners
- Be point of contact and maintain relationships with executives at our partners
- Reporting, escalating, and keeping track of the activity in ZohoDesk and Jira
Desired Skills & Experience:
- Great communication skills
- Have a pleasant “phone voice”
- Ticket management skills required
- Native in Japanese and Fluent in English (verbal + writing)
- At least 5 years of experience is an advantage
- Demonstrable experience where customer care has played a key role
- Demonstrable experience in technical products/services