テクニカルサポート - ソフトウエア会社

勤務地 Tokyo, Japan
職種 正社員
給与 ¥8000000 - ¥12000000 per annum
専門 テクノロジー・デジタル・通信,
Sub-specialization テクニカルカスタマーサポート,
お問合せ Hajime Nakayama
参照 JO-1811-406177
see Hajime's jobs

[Company Description]
Global Software Company

[Responsibilities]
As a Technical Support Agent, you will cooperatively liaise with others to achieve productivity standards & an unrivalled customer service. You will also communicate effectively and sensitively to our customers from across the globe and commit to support quality and excellence in customer service including confidentiality.

We are currently looking for a great talent in the below team.

  • Developer support
    • As a member of the Developer Technical Support team, you will leverage advanced technical expertise to resolve complex platform related issues affecting our customers. As a Developer expert you will enable customer success by helping partners overcome crippling technical challenges. You will provide hands on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist our partners during critical and time sensitive situations.
  • Marketing Cloud
    • Marketing Cloud(MC) makes the most of customer data with marketing Automation/Email/Mobile/Social, and Personalized web solutions. As a member of the MC Support team, you will leverage advanced technical expertise to resolve complex platform related issues. You will also provide troubleshooting, feature explanation, and best practice guidance to the customer and internal team.
  • Marketing intelligence and platform
    • The Global support agent is the first point of technical support for the end users of our marketing intelligence and platform.
  • Success will be measured by;
    • Meet goals on KPIs such as Customer Satisfaction, Productivity, Update frequency, Case Age.
    • Develop and maintain technical expertise in assigned areas of product functionality.
  • Responsibilities
    • Follow support process defined.
    • Triage issue, understand business impact, deliver workaround or/and solution to mitigate/solve technical issues.
    • Provide consistent and exceptional technical support via phone or/and Service Cloud.
    • Skillfully manage and resolve any customer's' complex issues by utilizing expertise effectively.
    • Manage customers' expectations and deliver good user experience.
    • Prioritize and escalate customer issues as required
    • Complete assigned project responsibilities.
    • Define and describe technical best practices.
    • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community

[Requirements]

  • For Developer Support
    • Excellent written and verbal communication skills.
    • Ability to communicate technical concepts clearly and effectively.
    • Analysis, troubleshooting, and problem solving expertise.
    • Ability to effectively prioritize and escalate customer issues.
    • Ability to multi-task and perform effectively under pressure.
    • 2+ years providing customer facing product/technical support (Web based products or eCommerce preferred)
    • Solid understanding of Object-Oriented design and core programming concepts
    • Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services.
    • Database concepts and data management (RDBMS) and SQL.10.
    • English reading/writing: Intermediate (TOEIC 550+ or equivalent)
  • For Marketing Cloud - Technical Support
    • Two plus years providing customer facing product/technical support (Web based products or eCommerce preferred)
    • Ability to multi-task and perform effectively under high pressure/volume of work.
    • Analysis, troubleshooting, and problem solving expertise.
    • Ability to effectively prioritize and escalate customer issues.
    • Ability to communicate technical concepts clearly and effectively.
    • Japanese: Native level
    • English: Intermediate (TOEIC 550+ or equivalent)
    • Preferred skills:
      • Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services.
      • Familiarity with RESTful APIs and related technologies such as XML
      • Knowledge of SQL
      • Interest in Marketing
      • Knowledge of CRM solutions
  • For Marketing intelligence and platform - Technical Support
    • English (Read, Write, Speak)
    • 2-5 years of prior experience in Customer Support
    • Experience with BtoB software
    • Demonstrated analysis, problem solving and skills troubleshooting expertise
    • Ability to effectively prioritize and escalate customer issues as required
    • Ability to multi-task and perform effectively under pressure
    • Understanding of database concepts and data management (RDBMS) and SQL
    • Understanding and experience reading/writing HTML
    • Preferred skills:
      • Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
      • Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.

[Employment Type]
Full time

[Salary]
8~12M

[Location]
Tokyo

[Welfare]
Social insurance

[Holidays]
Full 2 holiday week system (Sat/Sun) national holidays
New year's holiday
Annual Leave


Please click "apply" if you are interested in the job.
We will review your profile and contact you within five business days should we find that you satisfy the requirements of the hiring company.
Further details about the company and position will be notified at a later date.