Job Description
Position Overview: Spencer Thomas Group (STG) is currently looking to add to our team of Global Customer Service and Support Professionals.
Our client is looking for a high-performing Customer Support Application Specialist (ideally based in Tokyo, Japan) with fluency in English and Japanese (speaking/reading/writing) languages. This position will be working with customers in the APAC region, mostly Japanese, with the home office in Tokyo, Japan. This is a permanent role, starting ASAP.
General Responsibilities: As a Customer Care Support Specialist, you will join a team in helping to provide support for our Client's Engineering Solutions products in operation, upgrades, configuration, and general usage. In this role, you will work in a multi-tier global team using our internal systems to ensure customer satisfaction and have direct customer interaction as a hands-on contributor.
- Support internal and external customers primarily in Japan, but also on supporting other APAC, AMER and EMEA regions to manage, configure, upgrade, and troubleshoot products.
- Take ownership of internal and external customer requests technical, informational, change, properly diagnosing and prioritizing by severity and impact.
- Work with the multiple teams to drive timely resolution of issues within accepted service levels.
- Maintain strong lines of communication to internal and external customers, as well as leadership.
- Become an expert on individual customer business and technical environments so you can provide insights, e.g. usage, difficulties, licensing issues, expansion opportunities, etc.
- Telephone and web support on product navigation and usage.
- Receive and resolve complex phone and email inquiries from external and internal customers. Many of these are escalated with the focus on providing technical or content support. This may include liaising across the organization to resolve information quality and system issues as well as assisting customers with application functionality.
Specific Job Duties:
- Works under general supervision within a team.
- Has technical understanding of IT applications, with the ability to learn Client's application suite/offerings.
- Ability to answer internal/external technical or information issues and customer requests.
Required Education:
- 4+ years of customer-facing experience in an operational customer-facing support role.
- Bachelor's degree in Computer Science or related field.
Required Experience:
- Ability to speak and read Japanese as well as English.
- Solid, hands-on understanding of the Microsoft Environment (Windows Client and Server Operating Systems), IIS, Web browsers, and good knowledge of networking, Active Directory, LDAP, & MS SQL.
- Passion for building relationships with internal and external customers.
- Strong understanding of working in customer premise and public cloud environments.
- Outstanding verbal and written skills with the ability to articulate complex concepts to cross-functional technical and non-technical audiences in both Japanese and English.
- Experience in enterprise-class CRM Salesforce, Remedy, etc.
Preferred Additional Skills:
- Experience in a support desk environment.
- Understanding of applications and / or information and how they are used by customers.
- Able to discuss and explain complex issues with customers in a straightforward and organized manner.
- Professional voice, appearance and interpersonal skills for effective communication with customers.
- Background or exposure to troubleshooting application integration to third-party platforms through API's and SDK's.
- Experience working and servicing large-scale customers in the Fortune 500 space.
Level of Effort: This is a permanent (FTE) position
Working Hours: Japan Standard Time
About Us: Spencer Thomas Group (STG) is a Professional Services firm that delivers comprehensive business solutions worldwide. Whether it's Global Payroll & Human Capital Management, Organizational Change Management, Enterprise Service Management, or Program and Project Management services, our human-centric methodology RightFIT, delivers extraordinary Customer and Employee digital experiences that advances business priorities.
Job Tags
Permanent employment, Immediate start, Worldwide, Home office,