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User Support Coordinator - JAPANESE 

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United StatesUnited States (US)
Work Type:
Work Time:
Full Time


User Support Coordinator - JAPANESE

Title: Shared Services - User Support Coordinator - JAPANESE (Email)

Location: Austin, TX

Duration: 12 months


Essential Duties and Responsibilities: 

First point of contact for various sales provisioning/registration systems, training systems, sales portals, etc. account support including registration and access assistance.

Troubleshoots users’ access issues by having comprehensive practical and theoretical understanding of the applications that help channel resellers sell and support products

Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/ or product revenue(s).

Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.

Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more.

Consistently provides prompt, reliable, and accurate information to users.

Identify opportunities for improvement to support process.

Participate in projects and testing efforts related to support.


Required Experience and Skills: 

Candidates should have previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus.

Fluent in written and spoken Japanese

A passion for customer service

Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)

Prior experience in a production application support role troubleshooting, analyzing and providing root cause analysis

Excellent interpersonal, analytical and problem solving skills

Strong sense of initiative and pro-activeness

Outstanding attention to detail

Strong organization and time management skills

Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment

Proven ability to work independently, efficiently exercising good judgement under deadline(s)

Strong conceptual and process-focused thinking abilities

Resourcefulness and flexibility to adapt to changing business needs

Ability to work an issue from various angles, ask for help when needed, and see a problem through until it is resolved

Must be flexible and willing to work weekends, some holidays and rotating on-call schedule

Mac experience


Preferred Technical Skills: 

Experience using a user support tool that allows for two way email communication with users, categorization of issues, managing a queue, reallocating tickets etc.

Using an IT service management system for tracking technical support cases.

Using a knowledge-based articles and complete documentation on processes being monitored and managed.

Please share your resume to and/or reach me at (phone number removed).


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