Application Management Customer Support



Role Type


Work Location


Scope of work:

  • Serve as the first point of contact and help desk ticket coordinator when customer encounter incidents or raise service requests. 
  • Answer incoming communications (chat, phone calls, emails etc.) and understand various customer inquiries handles appropriately or escalates as needed. 
  • Understand customer’s business and goals in order to ensure that the AMS’s contribution and build strong trust relationship with customers. 
  • Familiarize with CX products which customers are using and handle 1st level support among those products with the help of respective subject matter experts. 
  • Exhibit strong communication and problem-solving skills by collaborating effectively with offshore Application Management Service (AMS) operations team. 
  • Gather business requirements and provide precious requirement to offshore team. 
  • Maintain complete and accurate records of all customer interactions utilizing case management in Jira Service Management. 
  • Ensure all raised tickets are addressed timely manner and closed within the estimated timeline.  
  • In case development related request, ability to perform User Acceptance Testing prior to customer delivery when offshore team developed to ensure the quality. 

Key responsibilities:

  • Ensuring customers’ satisfactions with Application management service and renewal or upgrade of the services. 
  • Liaison and collaboration with Account Manager in case of any sales opportunity raises. 
  • Assist with other aspects of the local operations as needed with flexibility. 

Required experience:

  • 2+ years of business operations experience in two (2) or more. 
  • Acting as a Help Desk support agent, handle technical escalation issues from users or other teams. 
  • Experience with a case management solution such as Jira Service Management. 
  • General understanding of e-commerce CRM (Salesforce Commerce Cloud); understanding of typical issues associated with online ordering(e.g., order updates, cancelations, replacements, etc.) is a plus. 
  • Prior E-commerce customer service experience or business application related Support Center experience is a big plus. 
  • Prior Support role experience with SAP / Sitecore / Salesforce / Adobe CX products is a big plus. 
  • Bachelor’s degree in Information Systems, Computer Science, or related field preferred. 

Required skill:

  • Knowledge of Microsoft Office 365 Product Suite (MS team, PowerPoint, Word, Excel, Outlook, SharePoint)  
  • Excellent verbal and written communication skills in English and Japanese and excellent grammatical skills. 
  • Excellent attention to detail, strong organization skills and the ability to multitask with precision are required. 
  • Pleasant and professional verbal and written customer service communication skills. 
  • Strong teamwork mind set and influencing skills, with the ability to build consensus among multiple levels and functions within the organization. 
  • Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision. 
  • Expectations include accountability, taking initiative, having pride in one’s work and striving for continuous improvement. 
  • Ability to work in a fast-paced, evolving environment and learn new technologies quickly, proactively and share the knowledge within the team. 

Why you’ll love working here:

  • 13th-month salary bonus.
  • One additional day for Annual leave after each year of service.
  • Full base insurance contribution (Social, Health and Unemployment insurance).
  • Attractive premium private Healthcare insurance.
  • Lunch & parking allowance, gifts in special events.
  • Sponsorship for training courses, professional certificates.
  • English speaking, professional, dynamic work environment with multi-national team members.
  • Opportunity to work on-site abroad.
  • Monthly Company’s meeting for employees’ understanding about company’s strategy and development plan; Happy Hour with snack and fresh fruit.
  • Various team building, sports activities, company trips, parties, and Trade Union activities, weekly social activities for Cycling club, football club, etc.
  • Multi charity activities to create opportunities for employees to help unfortunate people in community.
  • Above benefits are designed for Vietnamese employees. Expat’s package will be communicated in offer letter, including work permit support term and condition.

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