Service Operations Analyst - SaaS企業

Location: Tokyo, Japan
Job Type: 正社員
Salary ¥7000000.00 - ¥9000000.00 per annum
Specialization: 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 Mina Inaba
参照 JO-2004-438640
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[Company Description]
SaaS Company


As a senior member of our Service Operations team, you will provide responsive technical support to our customers and perform a range of service operations activities to resolve product or service issues. You will be working as the key escalation point for your assigned shift. Currently there is a requirement to provide 24/7 escalation support coverage, including holidays and weekends.

  • Take over ownership of complex or time critical and out of scope support issues from Tier 1 analysts as directed by management, this would require transferring cases into your own queue, relieving Tier 1 ownership and working cases to resolution;
  • Assist with targeted case management (SWAT approach)
  • Liaise with Technical Services, Quality Assurance and Development to prioritize and escalate customer support issues
  • Review results of software patches and upgrades designed to resolve customer support issues
  • Be a focal point for Tier 1 guidance;
  • Verify FAQ and Knowledgebase documents
  • Ensure all aspects of our customers' Service Level Agreements and Support Agreements are fully met;
  • Present Health Check Reports with Customers
  • Assisting with the development and presentation of Root Cause Analysis (RCA) and Reason for Outage (RFO) Reports.

In addition to a post-secondary diploma or degree in a related discipline, you possess:

  • A minimum 4 years working knowledge of SCM solution
  • A minimum 6 years experience as Technical/Customer Support role
  • SaaS support experience is plus
  • Strong research and troubleshooting skills are required.
  • Excellent written and verbal communication skills in Japanese and English
  • Experience with Manufacturing and Inventory management considered a valuable asset.
  • Working knowledge of relational database and query writing.
  • Knowledge of server-based OS platforms, database query languages, and hardware/software interfaces.
  • Solid working knowledge of the Windows environments, IIS, and experience with web-based applications.
  • Experience with monitoring and responding to issues with transactional data flows considered.
  • Knowledge of relevant case tracking applications.
  • APICS certification a valuable asset.

[Employment Type]
Full time



Social insurance

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

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