JOB RESPONSIBILITIES
Provides technical support present and potential customers
Answering customer questions
Respond promptly and effectively, prioritize requests for technical support.
Resolve IT cases on a timely manner
Familiar with incident management and change process
Collaborate and work closely with stake holders and to focus on IT improvements and solutions
JOB REQUIREMENTS
Bachelor's degree or higher in Law, Life Sciences, Computer Sciences or equivalent experience
Min 2-3 years of experience in providing product support directly with external clients
Excellent oral, written technical and interpersonal communication skills in Japanese, with experience in customer interaction roles
Excellent customer service skills with good analytical and problem-solving skills
Ability to interact effectively with other technical and non-technical resources
Knowledge on Service Level Agreements (SLAs) & KPI Metrics
Previous experience in a telephonic, helpdesk, or personal customer contact position is preferred