Job ID : 1084798 Date Updated : May 10th, 2021

"Technical customer support engineer"

Hiring Company AMM Recruitment
Location Tokyo - 23 Wards, Shinjuku-ku
Job Type Permanent Full-time
Salary 5 million yen ~ 6 million yen

Job Description

JOB PURPOSE:

This role enables our customer’s success by triaging and resolving first and second line technical issues, creating new documentation, managing incidents and supporting our’s client local team; representing our Customer Support function. They will be a resourceful problem solver; readily taking ownership of issues and recognising the importance of proactively keeping stakeholders updated.

KEY REPONSIBILITIES:

Customer Support:

- Acting as the face of Customer Support to our key customer in the region

- Engaging with customers with global markets on support issues and taking ownership of replicating and resolving them

- Triaging customer support tickets, working with local and remote technical teams within client team to resolve

- Proactively and frequently updating our customers to ensure they feel informed and up to date on the status of issues

- Documenting support activities, recording and updating processes and actively contributing to improvement of customer support documentation

- Supporting the campaign team to validate and advise on campaigns as it pertains to the client solution

- Proactively assessing and informing client technical teams of planned campaign activity, to ensure appropriate platform load considerations

- Highlighting opportunities to reduce recurring tasks and recurring tickets

Incident Management:

- Be the local point of escalation for customer support issues

- Take on the role of incident manager during production incidents, acting the bridge between the Engineering teams working on the issue and the customer

- You will be part of a rotating weekend rota providing on-call incident management cover

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Business Level
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills

KEY REQUIREMENTS:

- Fluent in Japanese and business level English

- 3+ years’ experience in a technical customer support capacity

- Excellent troubleshooting skills with a resourceful approach

- Existing PowerShell/SQL/scripting experience desirable

- Experience in an enterprise SaaS environment desirable

- Experienced in communicating with customers in customer-friendly language

- Attention to detail, enabling the creation and maintenance of high-quality documentation

- Flexibility and a willingness to contribute in all areas of the business as required

- Flexibility to work with customers in different time zones, sometimes outside of business hours

Job Location

  • Tokyo - 23 Wards, Shinjuku-ku

Work conditions

Job Type Permanent Full-time
Salary 5 million yen ~ 6 million yen
Hiring Company Information

AMM Recruitment

Company Details

Non-Japanese Ratio About half Japanese

Company Description

At AMM Recruitment, we provide a custom approach to every job seeker we work with. Whether you’re looking for a career change, a temporary position or something in between, we have the experience to match you up with a job opportunity that fits your career aspirations.

We operate as a boutique firm, keeping our numbers small, our staff senior and our solutions flexible. Our smaller numbers result in a focus on the quality of our work and building long term relationships, rather than achieving a higher quantity of placements.

Get in touch with us today to discuss how we can help with your job search or hiring needs.
https://amm.co.jp/

AMM株式会社では
”A Better Work, A Better World”
をモットーに
皆様の幸せに繋がる転職や
キャリアの実現を
スタッフ一同でサポートさせていただいております。

仕事を楽しむ。
仕事を通して、心の充実感と、達成感を得る。
個人の充実した生活が、社会にもポジティブな影響を与える。
そのビジョンが広まれば、世界はさらに良くなっていく。
私たちはその気持ちを大切に、日々活動しております。

モロッコ出身の社長をはじめ、
多国籍な少数精鋭スタッフが在籍する
アットホームな事務所です。
丁寧なカウンセリングに力をいれ
量より質を重視したサービスを心がけています。

国籍や年齢やジェンダーに捉われず、
どなたにでも喜んでいただけるサービスを目指しています。

直接お取引させて頂いている企業様からの非公開案件も多数扱っています。
もちろんカウンセリングのみでも大丈夫ですので、
転職やキャリアに関する疑問や質問など、
まずはお気軽にご相談下さい。
日本人スタッフもいますし、外国人スタッフも日本語対応OKです