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Technical Support Analyst - B2B Global Software Company

Job Title: Technical Support Analyst - B2B Global Software Company
Contract Type: 正社員
Location: Tōkyō
Salary: 6 - 8 Million Yen Annually
Start Date: TBA
REF: DS601171
Contact Name: Danny Silk
Contact Email:
Job Published: 約3年 前

Job Description

Global Enterprise Software company specialising in ERP, CRM, SCM and Enterprise Management software. They are looking for a Product Technical Support Analyst for their Tokyo office.



Provides support to customers, answering complex questions on function and usage of product via telephone and/or Internet. Serves as primary support liaison between company and customer in a highly team oriented environment. May travel to customer sites on occasion. Conveys customer feedback to product development staff. Possesses advanced knowledge of assigned product(s) and working knowledge of other supported products and operating environments. Operates under minimal supervision. Requires 3 plus years of relevant experience.


Essential Duties and Responsibilities:

  • Resolves clients’ questions or problems on use of product over the telephone or Internet, focusing on product functionality, operating environment and system configuration/setup
  • Proactively keeps customer informed of how and when problems are resolved
  • Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex
  • Will liaise with R&D and other departments, i.e. ICS, Finance etc, to ensure proper handling of customer issues
  • Assists in testing and verification of fixes and/or new customer deliverables by loading new versions and verifying compatibility with products and reporting any anomalities to Development
  • Participates in special projects providing support of a new product installations and/or teaches other Analysts product features, installation procedures, features of operating systems, improvements to existing processes and procedures, etc
  • Contributes information to the Support Knowledge Base
  • Manages workload effectively following Global Support Procedures to ensure successful completion of tasks
  • Establishes good working relationships with team members as well as others outside the team
  • Takes initiative to learn new products and operating environments
  • Provides team mentoring and leadership, contributing to a positive team environment
  • Assists team members with complex & high severity problems providing guidance on problem resolution and demonstrates ability to adapt to increase in workload


Basic requirements:

  • Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging
  • Command of the English language preffered to be able to provide oral and written communication with team members and other internal departments, as well as understanding product training and other documentation


ERP Tech support specific requirements:

  • Bachelor’s degree in business or computer science or has equivalent technical training and / or work experience to perform computer programming/application coding or Customer Service experience
  • Prior experience in ERP or other business software, specifically within installation, migration and configuration of those products
  • Preferred knowledge or skills in user interface like Workplace, ISO, Smart Client
  • Experience in Java programming or support/development of Java applications
  • RPG language knowledge is welcome
  • RDBMS (MS SQL Server, Oracle, DB2) Administrator skills including knowledge and experience of using SQL query for troubleshooting
  • Platform skills in MS Windows and if possible System I (AS400)
  • Knowledge of middleware software, like Websphere, Webservice


Desired Personal Attributes

  • Excellent time management, decision making and organizational skills required to ensure most effective and timely delivery of service to client
  • Experienced in negotiating/setting expectations for customers
  • Expert problem solving and analytic skills
  • Proficient writing, editing and communication skills
  • Highly advanced interpersonal and customer service/orientation skills