Managed Services Consultant
Department
Technology
Role Type
Fulltime
Work Location
Japan
Your responsibilities:
- Adhere to a daily schedule of Software Application Maintenance
- General support hours are 9AM-6PM JST. The candidate will have to be flexible to provide support on weekends and after-hours when customers require assistance.
- Ensuring a quick response time by staying on top of your assigned tickets.
- Work as bridge between customers in Japan and offshore teams
- Completing essential follow-up documentation after each interaction.
- Lead the meetings (cadence meetings and ad-hoc meetings) with customers
- Engaging in human conversations with Customer to identify and resolve issues
- Taking care deeply about supporting people and enjoy having genuine human conversations.
- Possess a high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Job requirements:
- 3+ years of experience Customer Service with SAAS & Cloud Software solutions in Japan
- Knowledge of Software Application Maintenance cycle
- Knowledge of ecommerce and customer experience applications and platform will be plus
- Bilingual (Native in Japanese & English at business level or above)
- Have strong reading, writing and communication skills in Japanese & English.
- Able to provide verbal and written support in Japanese & English.
- Experience in working with global teams.
- Excellent relationship, conversation, and influence skills
- Have appropriate remote work set-up – such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
- Be proficient with technology.
- Be committed to continuous growth and learning.
- You understand that every challenge is an opportunity, and you get excited about learning new things.
- Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your manager in regular 1:1 meeting.