This listing was posted on The Resumator.
Customer Support Specialist
Location:
Tokyo
Description:
OUR STORY TechInsights is the information platform for the semiconductor industry. Regarded as the most trusted source of actionable, in-depth intelligence related to semiconductor innovation and surrounding markets, TechInsights’ content informs decision makers and professionals whose success depends on accurate knowledge of the semiconductor industry—past, present, or future. Over 650 companies and 75,000 users access the TechInsights Platform, the world’s largest vertically integrated collection of unmatched reverse engineering, teardown, and market analysis in the semiconductor industry. This collection includes detailed circuit analysis, imagery, semiconductor process flows, device teardowns, illustrations, costing and pricing information, forecasts, market analysis, and expert commentary. TechInsights’ customers include the most successful technology companies who rely on TechInsights’ analysis to make informed business, design, and product decisions faster and with greater confidence. For more information, visit www.techinsights.com. THE OPPORTUNITY At TechInsights our Customer Operations Team is responsible for ensuring our customers receive outstanding service enabling them to realize the full value of the products and services of their subscription. The Customer Support Specialist is a full-time, on site role that will play an integral part of facilitating case management and providing excellent customer support to our Content Platform subscribers. As the Customer Support Specialist, you will ensure the timely triage of cases, resolve technical issues, and communicate any potential challenges to the team all while maintaining positive customer relationships. You are a detail-oriented problem solver, who leverages technology and the team in managing your day and solving problems. You are customer focused and process oriented, you think outside the box and challenge current processes to make them better. Reporting to the Director, Customer Operations, you will work collaboratively with the Customer Engagement Managers and cross-functional internal teams to provide the highest quality support for our customers. WHAT YOU WILL DO Manage the Support mailbox in Salesforce, and customer support inquiries through email and phone Triage Support cases and work alongside the Customer Engagement Managers and various other teams to ensure cases are allocated to the correct team Monitor Support dashboard to maintain set Service Level Agreements Resolve, escalate and communicate technical challenges to appropriate team members Leverage team members and other resources to address problems as they arise while maintaining a collaborative and positive customer relationship Utilize Salesforce to update, track and report customer data Contribute to internal and external documentation on the TechInsights platform. Tasked with collecting data and analyzing trends to help identify areas of improvement and develop strategies for enhancing the customer experience. Provide other administrative support to the Customer Operations team when necessary. WHO YOU ARE A stronghold of Japanese, able to effectively communicate and engage with Japanese-speaking customers and colleagues Post-secondary education combined with 2 years of customer service experience Experience with Salesforce a requirement (other CRM software experience will be considered) A strong customer focus along with a sense of urgency, ability to actively listen and be responsive Tech savvy with an ability to navigate new software effortlessly Excellent interpersonal and verbal communication skills An appetite to learn and be able to pivot Strong critical thinking and problem-solving skills Ability to be proactive and escalate when necessary. Have a strong attention to detail, excellent communication skills, and the ability to work collaboratively with other teams to ensure that the right information is being shared in a timely and efficient manner. Case management experience considered an asset. As part of the recruitment process for this position, you will be required to submit your latest citizenship and/or permanent residency information. This information will be used to comply with U.S. Export Control Laws and Regulations. WHY WORK WITH US Competitive pay and generous benefits (medical, fitness, meal) Flexible vacation policy Strong sense of camaraderie, mutual respect and shared goals among colleagues Support for community through charitable alliances Professional and career development opportunities Wellness resources and support from management Technology knows no bounds, and neither does TechInsights. Bringing together talented humans from different perspectives, backgrounds and abilities is something we take seriously. We’re committed to building an inclusive environment that welcomes you to be your authentic self and allows us to push past the boundaries together. TechInsights is committed to meeting the needs of people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.As part of any recruitment process, TechInsights collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations. Our Privacy policy can be referenced here: https://www.techinsights.com/privacy-policyPowered by JazzHR
Company:
Techinsights
Posted:
March 14 on The Resumator
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