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Client Support Analyst

Job Title: Client Support Analyst
Location: Tokyo
Industry:
IT
Reference: 1196
Contact Name: Ben Cordier
Job Published: September 29, 2016 12:20

Job Description

Description

PRINCIPAL DUTIES AND RESPONSIBILITES
• Work closely with local and regional team members for advanced troubleshooting of Enterprise systems and specific software applications
• Deliver excellent customer service following established processes to resolve issues and requests via telephone and email to both internal and external customers
• Record and manage all incidents and requests in ticket-tracking system
• Conduct troubleshooting using documented procedures and available tools to deliver support for computers, infrastructure application and user admin support via telephone and email
• Ensure timely resolution of issues by acquiring necessary information to best measure impact to the customer
• Proactively inform management of trends, significant problems and expected delays.
• Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise
• Prepare and deliver remote devices to external clients via postal mail

Requirements

EXPERIENCE
• Experience in delivering Superior Customer Service experience, from a financial company preferably
• Strong verbal, written, listening communication experience
• Japanese: Native
• English: Advanced – reading, writing and listening
SKILLS
• Ability to make sound decisions following approved procedures in a fast paced environment
• Ability to effectively manage multiple tasks occurring simultaneously
• Ability to work independently with little supervision

Language Level:
English: Advanced, Japanese: Native

Job details

Language requirement
Japanese (Native), English (Business)