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バイリンガル サービスデスクスペシャリスト/Bilingual Service Desk Specialist (外資製薬)

Job Title: バイリンガル サービスデスクスペシャリスト/Bilingual Service Desk Specialist (外資製薬)
Location: Tokyo
Industry:
IT
Reference: 883
Contact Name: Ben Cordier
Job Published: October 10, 2017 09:09

Job Description

Description

Overview:

This position is responsible for providing high-end quality customer service to our pharmaceutical clients who use Argus application.

Responsibilities:

  • Escalate problems using in-house web application.
  • Provide all necessary information to next level support. (Attachments, screenshots, and all material, which will facilitate troubleshooting.)
  • Ensure that all tickets have been properly completed before closing.
  • Must be able to work under pressure.
  • Maintain good working relationship with team members and all members of the organization.
  • Facilitate periodic status meeting with clients in English and Japanese

Requirements

KEY COMPETENCIES/SKILLS:

  • Open ticket or taking calls from clients
  • Escalate calls to 2nd level technicians as well as our 3rd level support groups.
  • Offer customers basic ‘how to’ information for working with Argus applications.
  • Provide/maintain simple ad-hoc reports.
  • Check and respond to all E-mail notifications in Japanese and English.
  • Check and respond to all voice mail notifications.
  • Troubleshoot and provide resolutions on initial contact when possible.
  • Set up ad-hoc meeting with internal member and clients as needed.

Qualifications:

  • At least 5 years experience
  • Well versed in Microsoft Internet Explorer.
  • Basic knowledge using Active Directory a plus.
  • Strong customer service and analytical skills.
  • Several years of 1st level Call Center experience.
  • Experienced dealing with a high volume of calls and problems reported by high end users.
  • Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.
  • Must be a forward thinker, always looking to improve existing processes and provide relevant solutions.
  • Work experience in pharmaceutical industry preferred.
  • Experience reading process flows preferred.
  • Experience with SQL a plus.
  • Experience supporting Argus a plus
  • Experience supporting rules-based and workflow-based applications a plus.

Job details

Language requirement
English (Advanced business), Japanese (Native)
Visa requirement
Japan