Technical Support Specialist (Japanese Speaking) - Teradata- Malaysia

Technical Support Specialist (Japanese Speaking)

Teradata- Malaysia-Kuala Lumpur (Kuala Lumpur, Malaysia)

Job Description

THE ROLE: TECHNICAL SUPPORT SPECIALIST (TSS)



This position is in the Global Technical Support (GTS) Kuala Lumpur - Malaysia. It is responsible for supplying remote, back office or/and front line support for Teradata Database customers. Typically these customers have 24/7 contracts, and the successful applicant must be prepared to be on-call or to work in office rosters if/when needed to support the customers once the appropriate skill level has been attained.

This role will be looking after the system’s UNIX/Windows/Linux operating environment, Teradata Database software and hardware, analyse system health status, perform software release management, prepare service reports, engage with support engineers in local countries, monitor and respond to incoming calls from customers and other service organizations.

The technical support specialist will be servicing customers located globally as well as within the Asia Pacific, Japan and America. Some regional and global travel for training and service delivery would be required as the center will be operating closely with the TD Regional Support Center in Sydney and similar centers in other regions.

As the center is in start up status the initial duties would be limited to back office proactive support but it will grow into full scope of service in the upcoming years.

In house SW/HW and soft-skills training is available and highly encouraged to grow the successful applicants skills.

Good working level of English/Mandarin are required. Other regional languages such as Japanese and Korean would be very much an advantage.




DUTIES:



The main day to day duties are as follows:

• Perform Customer Call Center duties – take first line calls from customers
• Perform preliminary sw/hw problem investigation and diagnostics collection
• Perform product break-fix services
• Escalate all unresolved issues to the Regional Level-2 Support Centre as per the Incident escalation process
• Obtain the System Health Check data from the global customer
• Prepare System health Check Reports for the customer systems
• Perform software release and patch analysis and reports for the customer systems
• Initiate Incident to track potensial issues rising up from the system health reports
• Initiate system Change Controls to track potensial issues rising up from the system health reports
• Monitor electronicly generated incidents, manage and esclate them as required
• Prepare Customer Site Service Reports

Qualifications

YEARS OF EXPERIENCE:

• 3-8 years in IT

ESESSENTIAL REQUIREMENTS-PREVIOUS EXPERINCE:

• Database or/and O/S Admin experience with Unix/Linux, Teradata/Oracle etc systems.
• Working knowledge of Micro Soft office tools
• Some hands on HW experience – server systems, would be desirable
• Some report writing experience would be desirable
• Some Call/Support Center experience would be desirable
• Some scripting knowledge would be desirable
• Some understanding of Networking would be desirable

PREFERRED PROFESSIONAL CERTIFICATION:

• Tertiary qualification (i.e. Bachelor Science, Bachelor of Engineering)
• Teradata certification desirable

WORK ENVIRONMENT:


Customer Focus

• Thrives on delivering a high level of customer service to internal and external customers.
• Enjoys the challenges that customer service brings

Team Focus

• Enjoys working in a team and communicates openly, directly and diplomatically

Results Orientation

• Focuses on results and success, conveying a sense of urgency and driving issues to closure
• Meets deadlines and produce high quality work
• Optimizes use of available resources

Relationship Building

• Relates to people in an open, friendly, accepting manner
• Shows sincere interest in others and their concerns
• Initiates and develops relationships with others

Travel

• Readiness to travel is a requirement of this position

ATTRIBUTES:


Adaptable

• Adjusts to multiple demands, shifting priorities, ambiguity and rapid change. Accepts and adapts to new or alternative approaches.

Self Motivated

• Able to use initiative to undertake tasks required with minimal supervision and external motivation.

Results Driven

• Goal oriented with ability to deliver on projects within timeframe.

Good Communicator

• Possess highly developed interpersonal skills, including high level written and verbal communication skills.

Desire to Learn

• Eager to grow skill set and knowledge constantly
  

Company Description

Teradata is the world's largest company focused on analytic data solutions through integrated data warehousing, big data analytics, and business applications. Only Teradata gives organizations the advantage to transform data across the organization into actionable insights empowering leaders to think boldly and act decisively for the best decisions possible. Visit teradata.com.Teradata

Additional Information

Posted:

April 3, 2013

Type:

Full-time

Experience:

Not Applicable

Functions:

Customer Service

Industries:

Computer Software, Information Technology and Services

Employer Job ID:

151116

Job ID:

5292235

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