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Technical Analyst (Functional)

Job Title: Technical Analyst (Functional)
Contract Type: 正社員
Location: Tokyo
Industry:
Salary: 10 - 14 Million Yen Annually
Start Date: ASAP
REF: JAJD002
Contact Name: Jesse Acosta
Contact Email: jesse@visionconsulting.jp
Job Published: 4ヶ月 前

Job Description

  • Acts as a product technical and functional liaison between customer and internal services teams.
  • Uses customer service, communication and problem-solving skills to solve inquiries from ERP customers.
  • Utilizes technical skills and product expertise, and helps resolve customer product issues.
  • Demonstrates the ability to log and respond to customer support requests via phone, e-mail, and web interface.
  • Exhibits a commitment to customer service.
  • Successfully understands and triages customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
  • Communicates technical product and solution expertise to internal and external customers.
  • Provides updates and case statuses to customers and management.
  • Effectively escalates the issue to the manager when required.
  • Follows operational guidelines for interacting with other associates.
  • Fully documents all case interactions and authors Knowledge Base solutions.
  • Demonstrates the ability to work flexible hours, alternate shifts and the ability to carry a cell phone as required by the team.
  • Willing to take late night calls in case of system troubles.
 
Required Skills and Experiences:  
  • Good in Communication Skills in Japanese and English( TOEIC Score 800 level )  
  • Having good knowledge of Databases, SQL/PLSQL, Java, Unix, Batch scripting and Citrix XenApp
  • Have working knowledge of Hardware, Network protocols and Operating Systems.
  • Should be willing to work for long term maintenance project.
  • Experience of working with offshore team having different culture and language
  • Preferably has experience of working with India offshore.
  • Preferably has basic SCM Knowledge.
  • Willing to learn ERP products and provide L2/L3 support to the customer