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Manager Customer Support

Publication date 2024/02/28

Tokyo,8.0M ~ 10.0M

The Opportunity:

We are seeking a Team Manager for our Customer Support Team. We are looking for someone passionate about customers that will play an instrumental role in ensuring the operational success of our customer contact center.

This role is responsible for management of a team of product and service delivery experts, you will help model the behaviors and tactics that are expected from our agents to deliver world-class support. Managing issue escalations, working with account managers, employees and outside partners to find timely resolution. Conducting reviews on in-process tickets to confirm accurate technical execution, timely handling, and superior customer service. Leading departmental initiatives for new programs and solutions to enhance SMB-C service offerings and customer service. Help your team acquire the appropriate support and training necessary to perform their jobs. Monitor and increase morale through effective leadership, management and coaching skills and drive recognition of outstanding team performance. Engaging in 1-1 sessions with direct reports and establishing goals & objectives, ensuring both employee and company needs are being met. Working with senior management to ensure consistent performance and messaging to a growing international support team.

You are great at:

Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; adhering to all Policies and Procedures.
Managing contact center aspects of the business and achieve all targeted KPIs, including customer satisfaction, service levels, on-time, escalation quality
Working with Workforce Management to efficiently schedule staff to handle 7x24 call volume, including after hours on-call support
Aligning Support resources to partner with professional services and other internal customer facing teams to provide support coverage for especially complex and technical issues preventing customer success.
Understanding internal structure and build interdepartmental relationships
Understanding the policies and procedures of Customer Care
Effectively monitor and coach engineers on their interactions with mandatory Quality Coaching Goals
Leading and coaching a high performing team of engineers
Drive innovation and continuous improvement in Customer Care
Manage and/or contribute to support related projects


What it takes:

A track record of good judgment and decision-making in positions with significant responsibility
Highly autonomous and able to independently identify high value projects and drive them to completion
Demonstrated leadership capability in cross-functional team environments
High degree of comfort with complex technical environments
Having and being able to articulate/defend an informed opinion on important topics

Corporate IT Engineer

Publication date 2024/02/28

Tokyo,7.0M ~ 11.0M

In this position, you will be in charge of corporate IT and will be involved in a wide range of areas including planning, construction, and operation of internal infrastructure. As for specific work content, we will decide on assignments according to the individual's experience and aspirations.

【Business content】

Building and operating corporate IT
Management and operation of devices (Win/Mac/Linux/iOS/Android/etc)
Help desk support for corporate IT/security
What you would like to leave to us depending on your abilities/intentions
Construction and operation of domestic/overseas base infrastructure
Promote zero trust security project
Automation of operational management of corporate IT infrastructure

[Characteristics of this position] - Since you are proactive about IT investment, you will be able to take on challenging initiatives to strengthen the information system infrastructure. - Since we handle everything from system planning to implementation in-house, we will be able to provide you with a sense of speed and optimal position. It is a rewarding environment where you are required to be knowledgeable. - A high level of security is required as we may entrust client data and other private information. - We are involved in a wide variety of business domains, including finance, healthcare, energy, nursing care, and human resources.

This position requires offline work, so you will be required to come to the office once a week.

Application qualifications (required)
Common Requirement: Japanese communication ability at business level or higher

Those who have experience/strength in one of the following:

Experience in building and operating corporate IT (cloud environment)
Experience managing devices such as Win/Mac/Linux
Help desk support for corporate IT/security
Those who value accuracy and detail and have a high level of attentiveness

Application qualifications (welcome)
Coding experience (including script processing and macro processing)
English communication skills above business level
NW construction and operation experience
Those who like gadgets

IT Manager

Publication date 2024/02/28

Tokyo,8.0M ~ 10.0M

1. Manage IT team planning
2. Responsib le for security & IT continuity
3. Provide support and tools to end user
4. Manage & coordinate IT related projects
5. Manage IT infrastructureManage IT infrastructure

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