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Technical Support Specialist

Publication date 2024/02/28

Work Location , Expected Annual Income :

Tokyo,8.0M ~ 10.0M

About the Company :

Top International Leading Management Software Company

Responsibilities :

The Enterprise Technical Support team is currently looking for a technically dynamic and resourceful individual who can provide exceptional technical customer support in a challenging and rewarding environment. The successful candidate will be joining Japan support team that provides technical customer support, including hands on troubleshooting and issue management, to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every aspect. Their focus will be supporting the enterprise software solutions deployed within both the on-premises and cloud environments.

1. Utilize exceptional written and verbal communication skills by supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.

2. Respond quickly and appropriately to customer technical requests, understanding their environment and applications, and working towards resolving complex technical issues. Document the solutions you propose and support their execution.

3. Respond to and resolve customer and partner cases in a timely and effective manner, adhering to service level agreements.

4. Collaborate on cross-team and cross-product technical issues with a variety of resources including Sales, Solution Consultants, Professional Services and Engineers.

5. Participate in after hours on call rotation with other staff members.

6. Perform other/additional duties and projects that may be non-periodically assigned.

Benefits :

Location, Remote Work:

- Location: Tokyo, Japan
- Remote work is available 3 days per week.

Required Experience / Abilities / Skills :

・ 5 years previous experience working within a technical support environment supporting an enterprise-level multi-tiered application.

・ Experience delivering service using ITIL methodology.

・ Windows, UNIX, and Application administration skills in a TCP/IP networked environment. ・ Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)

・ Programming/scripting is helpful, (ie. SQL, .sh/.bat, Java, JavaScript)

・ Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).

・ Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution.

・ Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge. Published By: Human Resources Page 2 of 2 CPS#: 0620 PSS#: 2000

・ Proven experience working in a fluid environment that is ever growing and changing.

・ Strong ability to multi-task and prioritize work effectively.

・ Positive attitude, patience, understanding, dedication and commitment.

・ Familiarity with the enterprise products would be considered a great asset.

・ Familiarity with SAP R3/S4 system would be considered a great asset.

・ ITIL certification would be considered a great asset.

Contact Information :

TA in charge:

Jonathan Espinosa

JOB ID : IJB2005427

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