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Support Analyst

Job Title: Support Analyst
Contract Type: 正社員
Location: Tokyo
Salary: 5 - 7 Million Yen Annually
Start Date: ASAP
REF: SG623513
Contact Name: Sam Griffiths
Contact Email:
Job Published: 3年弱 前

Job Description

This role will act as the key liaison and initial Technology contact between our Japanese Clients in Tokyo, and our technical and operational teams supporting these systems.

Key role deliverables:

  • Handling Live Issues/incidents:
    • Performing the initial triage raised by our clients
    • Engaging with the appropriate support teams.
    • Understanding, verifying and communicating the incident priority correctly.
    • Lead the incident recovery activities through efficient & effective communication, and drive across the required support teams  
    • Logging and updating in our systems in line with the defined incident management process and practices.
    • Ensuring a full and complete handover to other team members at the end of each local business day.
  • Managing Queries:
    • Taking full accountability for all ueries raised by clients and ensuring they are documented and communicated effectively and efficiently  
    • Engaging with the appropriate teams to obtain resolution of all issues raised, ensuring all activities are fully documented and communicated
    • Ensuring all responses are of sufficient content, detail and presentation to resolve the issue at hand, challenging and escalating as appropriate if not.
  • To be prime technology contact for receiving and communicating  pertinent  information received from our clients and partners


Required Skills

  • Excellent verbal and written communication skills – English and Japanese.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • Strong organisation skills, attention to detail and capable of meeting tough deadlines in a demanding environment.
  • Requires fast and accurate judgment and analysis of complex situations and strong decision making skills   
  • Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.   
  • Team Player with the ability to adapt to a continually changing market and customer demands.   
  • Able to prioritize and promptly respond to customer issues/requests.
  • Highly motivated individual that encourages initiative in others; takes action to create opportunities and/or avoid problems.
  • Strong work ethic, self-starter and confident.