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Premier Services Specialist/クラウドサービススペシャリスト

Job Title: Premier Services Specialist/クラウドサービススペシャリスト
Location: 東京都
Industry:
IT
Reference: 1658
Contact Name: Ben Cordier
Job Published: August 15, 2017 19:33

Job Description

Description

Our client is building a Premier Support team in Tokyo and seeking the best talent on the market. Do you crave huge responsibility - planning, strategizing, optimizing and executing on our approach in serving clients.

Ideally you live for delighting customers, improving processes, thinking through challenging issues and finding solutions. You are smart, resourceful and charismatic. You can easily serve as the link between users needs and technical know-how. You communicate issues to engineers on a technical level yet still speak clearly and in an assuring voice to customers. You are also relentless in your efforts on bridging the gap between client and user.

RESPONSIBILITIES

  • Bridge the gap between the user and product
  • Act as a consultant to improve our process and approach
  • Conduct live user training during client on boarding
  • Collaborate on implementation, launches and knowledge sharing with CSM's
  • Work cross-functionally with Product and Engineering teams to resolve problems and improve User Experience
  • Create and analyze reporting for QBR's (Quarterly Business Reviews) and trending
  • Create assets (written/video) to help the community understand product functionality
  • Provide awesome support to users to troubleshoot issues
  • Become a power user and product expert
  • Act as a point for escalated customer issues
  • Resolve web based and phone requests via Zendesk (CRM), Community, phone, Webex and other tools
  • Be both a support representative and a consultant for a variety of subjects related to the application , desktop clients, mobile applications and other tools
  • Proactively support customers by watching for trends and predicting customer needs

Requirements

  • Bilingual - Native Japanese and fluent English
  • BA/BS degree from top college/university
  • 2 or more years experience in technical support or account management
  • 1 or more years experience with network and web troubleshooting
  • Experience with process improvement, user education, and/or client facing presentations
  • Able to work independently and make decisions. Demonstrated ability managing priorities in a fast paced environment
  • High attention to detail and ability to troubleshoot
  • Excellent written and verbal communication
  • Demonstrated passion for troubleshooting issues
  • A strong sense of empathy with customers
  • Outstanding collaborative ability inside and outside the support team to complete tasks with speed
  • Passion for cloud technologies
  • Experience supporting large enterprise accounts preferred
  • Experience with project management preferred

Job details

Language requirement
Japanese (Native), English (Fluent)