IT Customer Service Analyst (Japanese Speaker)

Job Scope

Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offered to partners as part of the Partner Advantage program.

The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:

• Partner Advantage portal access and navigation
• Partner Advantage program benefits and requirements
• Sales and marketing incentives
• Deal Registration and Deal Referral
• Contracts and policies
• Partner Director
• Marketplace
• Partner Marketing Studio
• The Differentiation Journey (certification, Expertise, Specialization, Customer Success Stories)
• Partner Learning Center access and account issues

Job description

The Tier 1 Agent provides high touch support, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.

• Senior profile with excellent communication skills to support
• Partners/Applicants through email and video/hangout calls as needed.
• Further, the goal is to support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable time frame.
• You will report to the Team Leader and Program Managers and liaise with all other support team members.

Tasks and responsibilities

• Responding to assigned customer inquiries in a timely and professional manner.
• Work together with our Partners to provide high-quality support through different channels.
• Follow communication procedures, guidelines and policies.
• Proactively liaise with cross-functional departments to obtain information and solutions.
• Report errors, improvements and feedback provided by our Partners.
• Liaising between the Partner and internal teams via various methods (email and videoconference)
• Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines
• Assisting with challenging Partner requests or highly escalated cases
• Develop deep knowledge of our products.
• Meet and exceed personal/customer service team targets.
• Able to troubleshoot issues independently.
• Able to apply the knowledge in the documented SOP to make decision on what the root cause.
• Tasks and responsibilities do not limit the tasks listed above.

Job Specification

• Has technical support experience and knowledge in Enterprise technologies or equivalent such as Cloud, security, and others.
• Excellent comprehension and communication in both English and Japanese language skills
• Analytical skills with demonstrated problem-solving ability
• Ability to work in a fast-paced environment
• Flexibility to work various shifts
• Good technical skills (should be able to refer SOPs and use client tools independently)
• Good organizational capacity
• Empathic & enthusiastic personality
• Personal Abilities
• Excellent communication skills
• Excellent soft skills
• Team player
• Proactivity