Cloud Billing Support

Location: Tokyo   Industry: IT-SIer/Services   

English Ability: Fluent   Japanese Ability: Native   Position ID: 10066

Description
Position Overview:

As a Business Help Desk Specialist you will be supporting priority business customers for Japanese and internationally from a remote location. You'll gather information from customers, troubleshoot and resolve account and billing issues, and escalate cases as needed. You have problem solving experience, strong customer service instincts, and a passion for IT products and services.

Responsibilities:
● Provide timely resolution of client inquiries as the point of contact for Cloud Platform customers including billing, trials and cancellations
● Ask necessary questions in order identify customer issues, determine root cause and provide appropriate resolution
● Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions and improve the customer experience
● Review and improve the quality of localization in materials including online help, web sites, customer emails and notifications.
● Work in the business hours 9:00am-17:00pm JST

Required Skills & Abilities:
● Strong troubleshooting/problem solving skills
● Ability to prioritize and multitask work
● Excellent customer service skills
● Familiarity with Cloud technologies
● Ability to adapt to new technologies
● Ability to perform job functions under stress and pressure
● Strong verbal and written communication skills and analytical skills
● Self-motivated, creative, flexible
● Willing to take initiative and be accountable
● Commitment to continuous self-learning
● Commitment to document solutions and knowledge gaps as identified
● Reliability and regular attendance is essential
● Experience working on central help desk teams (preferred but not required)
● BA/BS degree preferred. 1 year of prior customer support experience, preferably in Enterprise software.
● Capability to understand the Japanese culture of business and various technologies in the Japanese customers apply
● Work experience for Japanese customers is preferred

Language Skills:
● Excellent English spoken and written skills to provide support in English
● Business level of Japanese spoken and written skills including Kanji
● Native level Japanese, Japanese-Language Proficiency Test N1 level or equivalent communication skill is preferred.
 
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1-4-2 Minami Aoyama, Minato-ku, Tokyo, Japan 107-0062
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