求人情報詳細

Technical Support Analyst

気になる

掲載日:2022/05/10

※採用企業名は会員のみ表示されます。

外資系企業 / 英語を活かす / 海外出張あり

ヘッドハンター求人

年収:650万円 〜 800万円

勤務地 東京
業種 コンサルティング > コンサルティング・シンクタンク
職種 営業 > カスタマーサポート・ヘルプデスク
IT技術職 > 運用・保守・監視・テクニカルサポート
IT技術職 > その他(ローカリゼーション・QA等)

仕事内容

Job location: our office in Tokyo, Japan

About the team:
We provide best in class technical support to our customers, focused on solving critical 
product issues as well as performing a wide range of operational activities.
Customer Satisfaction is our number one goal, and we are committed to ensuring RapidResponse is running smoothly to meet our customer needs.
 As a member of our Customer Support team, our Technical Support Analysts provide 
responsive technical support to our customers and perform a range of activities to resolve 
product or service issues. You won’t shy away from digging in on technical problems and find satisfaction in solving issues and root cause identification.

What you will do
・ Responding to customers regarding queries when using RapidResponse by determining the 
    nature and likely causes of customer problems, recommending corrective action or guiding 
    the customer through the necessary steps to a resolution.
・ Analyzing planning results and algorithm outputs using internal tools to understand 
  variations in results and runtime.
・ Monitoring hardware/software components of our on demand service.  Resolving problems 
    in a timely manner while ensuring customers are kept informed of progress.
・ Ensuring that all aspects of our customers Service Level Agreements and Support 
  Agreements are fully met.
・ Following up with customers to ensure problems were resolved and/or recommending 
  further action to ensure non recurrence.
・ Providing liaison and coordination activities with other departments to respond to or 
  resolve urgent or complex customer/service problems and inquiries.
・ Participate in on call duties rotation, after hours environment maintenance.
・ Performing application administration functions for our customers

事業内容

Companies around the world rely on RapidResponse, our cloud-based platform, to manage
their supply chains, monitor risks and opportunities, and respond at the pace of change. 
They’re constantly breaking new ground, using new technology to push the limits
 of what software can do, including how quickly it can handle big data.  Their platform 
ensures that the products they need -everything from medicine and cars, to day-to-day items 
like tooth paste -make it to market and into their hands when they need them.

必要な経験・能力

What we are looking for
・ A passion for working in customer facing roles and you have great interpersonal, 
  communication, facilitation and presentation skills.
・ 3-5 years’ experience in a Technical Support role supporting external customers on a 
  software solution, ideally for a SaaS based company.
・ 1-2 years of experience in Enterprise Resource Planning (ERP) / Supply Chain applications.
・ Native proficiency in Japanese and professional proficiency in English
・ A Post-secondary diploma or degree in a related discipline.
・ Knowledge of relevant case tracking applications (CRM).
・ Solid working knowledge of the Windows Server environments, and experience with ERP 
  business software.
・ Willingness to work pager support coverage rotated across the team.
・ Experience with supply chain (manufacturing, production planning, Inventory management,   
    demand management) in a support or planning role is considered an asset.
・ Working knowledge of relational database and query writing considered an asset.
・ Experience with monitoring and responding to issues with transactional data flows 
  considered an asset.
・ RapidResponse certification in the role of Contributor, Author, or Admin considered an 
  asset.
・ APICS Certified in Production and Inventory Management (CPIM) considered an asset.
・ APICS Certified Supply Chain Professional certification (CSCP) considered an asset.

ヘッドハンター注目ポイント

- カスタマーサポートとして、顧客からの問い合わせに対応するレベル1及びレベル2サポートとしての 
   窓口で、ほぼ全ての場合、USやカナダにエスカレーションをして問題解決をすることになる

- ターゲットはテクニカルサポート、カスタマーサポートの経験者で英語は必須

この求人情報の担当ヘッドハンター

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業界経験年数:6年~10年    勤務地:東京
業種:IT・インターネット / メーカー / コンサルティング
職種:コンサルタント / ITコンサルタント / IT技術職

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