The Support Associate, as part of the Technical Support team, is primarily responsible for the initial contact with customers and provides the team with the backup assistance required in order to supply multi-lingual technical support to all customers and personnel within the company. The Support Associate strives to work towards a low answer time and low abandoned call rate, as well as identifying ways to increase customer satisfaction.

Job Duties (include but not limited to):

• Provide front-line technical assistance to high profile customers, partners, as well as consultants and other company professionals, in a team-driven case management environment;

• Handle about 20 calls per day from MicroStrategy customers, partners and internal personnel

• Manage various Technical Support email inboxes, processing all incoming email communications

• Create and maintain online accounts for customers and partners to access secure MicroStrategy websites

• Process requests from customers and partners for new software license keys when new product versions are made generally available

• Issue software license keys and online accounts for new software transactions.

• Assist, on ad-hoc basis, on projects which add value to the team operations or contribute to improving Customer Satisfaction.

Job Requirements:

• Fluency in English and Mandarin is required (Japanese, Korean, Cantonese would be a plus)

•Excellent written and verbal communication skills

•Experience with Windows, Microsoft Office suite and Internet browsers

•Good typing skills (40+ WPM)

•Ability to manage multiple tasks concurrently

•Well organized

•Effective time management skills

•Bachelor’s degree preferred

•Previous customer service experience is a plus