Job Description

The technical support specialist is to provide enterprise-level support to customers. As a cloud support specialist, you will work in a team of experienced support engineers to resolve customer\'s concerns and issues for using cloud infrastructure products. You would use your technical expertise and communication skills to understand customer\'s problems, provide technical assistance, then guide them to resolution. You would also share your insights with product engineers on customer needs and issues to help product improvements. Responsibilities Provide technical assistance and support over e-mail as part of a global support organization. (Could be needed to add Chat support in future) Provide initial response to customer\'s inquiry, troubleshoot, provide updates, identify root cause, and resolve the issue to the satisfaction of customer. Handle escalation from customers and lead to satisfactory resolution. Co-work with engineers across technical and product to resolve complex issues. Consult with senior engineers and subject matter experts (SME) to accelerate problem resolution. Follow communication guidelines and security policies when communicating with customers. Categorize support requests for support and service analytics. High sensitivity to the importance of each ticket/good sensitivity to triage tickets based on customer importance. Job Specification Willing to recreate/reproduce the problem on their own in the AppSheet interface. Test and troubleshoot the problems end to end by themselves without little or no consultation. Attention to detail, fast learner and strong passion to learn AppSheet in-depth. This includes how AppSheet works inside-out and eventually becomes an AppSheet superuser. Have excellent communication skills that communicate with high-profile clients clearly and carefully. This includes the skills to describe/write/translate technical solutions for the client as simply as possible, 100% comfortable with working in highly ambiguous situations and being a master of problem solving: you are able to demystify an extremely ambiguous situation and work alongside customers to figure out their use cases patiently (i.e. why they build their apps for what purposes) and eventually figure out the root causes. Experience with some level of programming languages and must understand basic programming concepts. Prior knowledge in manipulating datasets (in Excel/Sheets/Spreadsheets) Basic knowledge of relational databases. Fluent in English & Japanese language. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women.

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