Primary?Duties?/?Responsibilities
？Provides?technical?assistance?on?Citrix?products?to?customers?of?large?size,?scope,?and/or?political?complexity?-?via?phone,?email?and/or?remote?access.
？Works?independently?to?perform?advanced?problem?analysis?and?isolate?problems?of?high?complexity.
？Achieves?and?maintains?targeted?call?statistics?such?as?number?of?calls?answered,?number?of?cases?closed?or?issues?resolved,?along?with?other?established?goals.
？Publishes?articles?on?complex?technical?support?issues?in?Citrix's?online?knowledgebase,?reviews?others'?articles,?and?contributes?on?internal?forums?and?distribution?lists
？Documents?cases,?recommendations,?and?resolutions?clearly?in?the?CRM?system,?reviews?colleague’s?cases?on?regular?basis
？Participates?in?and?contributes?to?team/department?projects
？Prepares?and?delivers?technical?training?to?peers
？Participation?in?a?24x7?on?duty?rotation?is?required.
Qualifications?and?Requirements:
？Excellent?Japanese?business?communication?in?both?written?and?verbal.
？Recommended?7+?years?Technical?Support?Industry?experience.
？Proven?track?record?of?handling?successfully?difficult?situations
？Ability?to?work?across?team?to?find?most?appropriate?solutions?for?customers
？Proven?track?of?identifying?and?developing?enhancements?to?Support?process?and?methodology
？Ability?to?identify?and?develop?new?innovate?ways?to?better?service?our?customers.
？Good?oral?and?written?English?Skills.
？Good?knowledge?of?networking(?Routing,?switching,?VLAN,?firewall,?load?balance?etc)
？Good?understanding?of?common?protocols?(such?as?TCP/IP,?NAT,?DHCP,DNS?etc.)
？Good?knowledge?of?Active?Directory,?Microsoft?SQL?server.
？Knowledge?of?Java?programming?and?debugging
？Optional?Shell,?Python,?or?Perl?Scripting?languages.
？Demonstrates?deep?understanding?in?Software?products?or?Network?Appliance,?and?foundational?technologies
？Obtains?basic?major?vendor?third?party?certifications.（MCSE,?CCNP,?etc.）
？Ability?to?work?on?multiple?issues?and?prioritize?work?accordingly?to?business?processes
？Strong?communication?and?negotiation?skill?for?leading?critical?discussion?and?expectation?management.
？Strong?logical/critical?thinking?and?problem?resolution?skill.