| Position : PIVOTAL CRM Support Manager in a multinational software company - URGENT | ||
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| Company Name |  BiOS/LINC Media Inc. |
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| Updated | 2008-09-01 | |
| Job Type | IT (Other) - Customer Support Engineer Executive - CEO/CFO/CIO/Other IT (Other) - Project Manager |
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| Industry | IT Consulting | |
| Location | Tokyo | |
| Job Description | Our client, a globally known software provider with offices all over the world, is looking for an experienced technical support manager to provide a first class service to their CRM product customers. You will be responsible for providing a high level of customer service and satisfaction on a technical and functional level in resolving customer problems related to Pivotal products. In addition, this role is responsible for: problem tracking, diagnosis, replication, troubleshooting, resolution and escalation vetting using sound judgment and creative and innovative ways to solve problems. Reports to the Team Lead or Support Manager for the assigned product area and will have frequent contacts with customers, peers, and members of the Professional Services, Technical Account Management, R&D and Customer Account Management business units. This position may be required to carry a pager and provide weekend support. Incident Resolution: • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents • Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ technical staff fully understand issue, its resolutions and means for prevention • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments • Clearly and concisely document all customer interaction and all steps taken to resolve incidents • Take ownership of and follow-through with all priority customer incidents • Escalate customer issues to the Team Lead as appropriate • Observe trends with technical issues and recommend improvements to design, documentation or implementation • Ensure professional telephone manner at all times Knowledge Management: • Acquire and maintain current knowledge of relevant products and service offerings • Develop expertise within product area • Develop sound understanding across all areas within the support team • Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible • Attend training sessions offered and assist with peer training as needed • Create knowledgebase articles and documents, validated and verified, to be shared with customers and peers Escalation Handling: A Senior Support Specialist may be required to perform escalation handling as follows: • Act as technical and functional expert for incident escalations • Vet escalations for consistent application of escalation policy • Recommend escalations for approval by Support Team Lead Daily Operations: • May be required to assist with incident assignment duties • Participate in on-call pager coverage rotation as needed • Participate in team projects • Participates in system and release testing and QA as needed |
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| Working Hours | Some shift hours may be required. | |
| Qualifications | Education: Required: B.A. / B.S. / B.E. / B.Tech / Technical Diploma in a related field PVTL 100, 200, 300 courses Preferred: Microsoft Certified Professional (MCP) designation Experience: Required: 5+ years relevant work experience Experience working with multiple stakeholders in problem-solving environment Technical Knowledge and Skills: Required: Thorough understanding of relational database concepts and architecture Excellent time management and organizational skills Must have excellent verbal and written communication skills Strong analytical problem solving and decision making skills Functional/technical background in assigned Pivotal product area Ability to work efficiently and independently Display strong work ethic and do whatever it takes to get the job done Ability to handle difficult or sensitive situations with diplomacy and tact Preferred: Thorough knowledge of Microsoft Back Office application suite Network installation and administration experience Understanding of IIS and website administration Understanding of .NET framework Experience debugging one or more of the following: HTML, XML/XSL, Jscript, ASP, VBScript Experience programming one or more of the following: Visual Basic, .NET (VB, C#, ASP), Java, C++, T-SQL / SQL*Plus Exposure to Business Objects and Crystal Reports Understanding of mail server protocols Understanding of Character Sets, Encoding and Unicode concepts (with related knowledge of language and locale concepts for support of global systems) Ability to provide meaningful and constructive feedback to others Track record in providing outstanding and unparalleled customer service Langage Requirements: Applicants must have the following language abilities as a minimum: * Native or at least Fluent Level Japanese. * Business Level English. |
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| English Level | Business Conversation Level (TOEIC 735-860) | |
| Japanese Level | Business Level(JLPT Level 2) | |
| Salary | Depends on experience | |
| Other Salary Description | Social Insurance Commutation Allowance |
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| Holidays | Five-Days Workweek |
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