Job Information
Quantum Corporation SW Technical Support Engineer - Japanese Speaking in Englewood, Colorado
Quantum
Job Category: SVC - SW Tech Support Requisition Number: SWTEC002025 Posted : June 6, 2024 Schedule: Full-Time Location: Selangor, SEL 46050, MYS
Key Job Duties & Responsibilities: - Process Customer request for service via the email (RAS).* Transfer customers RAS email into an SR (Service Request) and route accordingly. * Open the SR in Oracle and confirm information. * Route to specific TS org. - Receive all incoming phone calls. Log calls in call handling system Oracle Service Cloud* Gather customers contact and Equipment information. * Understand the customers Technical issues and enter in-to the SR. * Determine appropriate resource to handle service request. * Understand what Product types are supported by what groups. * Route to Tech Support via Task creation in Oracle Service Cloud. - Dispatch to field engineers* Ability to multi-task between many high priority customer dispatches * Update SR after dispatching Call. * Update the SR from information given to by the field. - Validate customers warranty information for all units sold through the channel.- Help maintain the integrity of the Oracle Service Cloud- Add and update customers information.- Add and update equipment information in the Installed Base.- Replacement Part Orders and Tracking- Perform managed services task such as health and configuration checks when requiredJob Requirement (Include: Education, Skills & Experience) * Degree in Computer Science or similar/equivalent educational qualifications with at least 4-5 years of experience in a customer service technical support role * Proficient in both spoken and written English and Japanese languages. * Direct experience with data storage, specifically VTL and NAS products. * Experience with LSI, info trend and ATTO RAID arrays, replication and de-duplication technologies are a plus. * Has some experience in UNIX system administration and troubleshooting skills on multiple UNIX platforms - Solaris, * HPUX, AIX and particularly LINUX. High level Microsoft Windows system administration and troubleshooting are a plus. * Familiar with VMware and VCP certification is a plus. * Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc.) * Superior knowledge of fiber channel, iSCSI and SCSI technology, networking and SAN. * Familiar with backup applications such as EMC Networker or Symantec NetBackup is a plus * Superior troubleshooting and organizational skills. * Ability to understand customer needs to "read" the customer and adapt behavior/approach accordingly. * Ability to multi-task between several critical customer situations at the same time * Ability to work independently, as well as contributing as a team player * Work Hours Ability to work on rotating shifts between 7.00am to 8.00pm Malaysia local time.
Apply Here: https://www.click2apply.net/znqZZ4CdDknbLtANyubEYQ
PI241966117
