Production Support Analyst

The Production Support Analyst (PSA) is responsible for providing excellent customer service and technical support to end users of endpoint Interactive Response Technology (IRT) systems. This role requires strong Japanese speaking and writing skills and involves troubleshooting technical and non-technical issues, documenting queries, and escalating issues when necessary. The PSA will also participate in conference calls, mentor associate PSAs, and ensure timely completion of tasks. Weekend and holiday coverage is required for this position. A BA/BS degree or relevant experience is required.

• Provide excellent customer service to end users of endpoint IRT systems
• Triage and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe
• Troubleshoot technical and non-technical issues using documentation, system configuration, and other resources
• Document all incoming queries in endpoint's ticketing system
• Escalate to internal teams when issues cannot be resolved within the support team
• Review data change requests for clarity, completeness, and impact
• Collaborate with Client Services and Customers as needed to ensure database updates are made in the spirit of the original request
• Make minor modifications and execute existing SQL Data Scripts for viewing project data and system configuration
• Participate in conference calls and/or meetings with internal and external teams as needed
• Organize own workspace and deadlines to ensure timely completion of tasks
• Provide guidance and mentoring to associate PSAs
• Create and submit training and knowledgebase for review by senior or lead PSA
• Demonstrate appropriate decision-making and strong IRT troubleshooting skills
• Verify data changes by using SQL scripts and ensure database updates are made in the spirit of the original request
• This position requires weekend and holiday coverage
• Perform other duties as required

• Strong, professional Japanese speaking and writing skills
• Excellent customer service skills
• Ability to triage and respond to incoming queries in a timely manner
• Troubleshooting skills for technical and non-technical issues
• Documentation skills for recording queries in a ticketing system
• Ability to escalate issues to internal teams when necessary
• Reviewing data change requests for clarity, completeness, and impact
• Collaborating with Client Services and Customers for database updates
• Executing SQL Data Scripts for viewing project data and system configuration
• Participating in conference calls and meetings with internal and external teams
• Organizational skills to meet deadlines
• Providing guidance and mentoring to associate PSAs
• Creating and submitting training and knowledgebase materials
• Strong decision-making and IRT troubleshooting skills
• Weekend and holiday coverage required
• BA/BS Degree in related field or appropriate experience
• 2-4 years' experience in a user-facing role, providing troubleshooting assistance and technical support via phone and email
• Adept communication skills

• Remote work opportunity
• Working hours of Sunday - Thursday, 5p-1a PST
• Strong, professional Japanese speaking and writing skills required
• Excellent customer service
• Troubleshooting technical and non-technical issues
• Documentation of queries in ticketing system
• Collaboration with internal teams and customers
• Execution of SQL Data Scripts
• Participation in conference calls and meetings
• Guidance and mentoring to associate PSAs
• Decision-making and trouble-shooting skills
• Weekend and holiday coverage required
• BA/BS Degree in related field or appropriate experience
• 2-4 years' experience in a user-facing role
• Ability to provide guidance to non-technical users
• Understanding of technical concepts and quick learning ability
• Experience with SQL databases
• Attention to detail and organizational skills
• Strong interpersonal skills
• Experience in a fast-paced, support-oriented environment
• Prior experience with voice, web, and mobile platforms
• Troubleshooting skills to determine customer issues
• Strong verbal and written Japanese speaking skill
• Attention to detail
• Excellent organizational and time management skills
• Excellent verbal and written communication skills
• Technical aptitude
• Adaptability/flexibility
• Ability to learn and apply new skills quickly
• Critical thinking