Technical Support Analyst気になる
外資系企業 / 英語を活かす / 海外出張あり
年収：650万円 〜 800万円
コンサルティング > コンサルティング・シンクタンク
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）
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
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.
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.
- 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