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Updated 2019-07-13
Activated 2019-07-12

Billing Support Engineer

NEW
  • ★★ Staff Level
Company Name
Employer

Ahead Group

Job Type
Ahead Group
IT (Other) - IT Help Desk
IT (Other) - Customer Support Engineer
IT (Other) - Other
Industry Software Vendor
Location Asia Japan Tokyo

Job Description The company was established in 1993, and is recognized as a leader in software product development by independent research agencies. Headquartered in the United States, the company employs over 19,000+ IT professionals and serves clients worldwide utilizing its award-winning Central, Eastern European global delivery platform, and its locations in 25 countries across 4 continents. In 2013, the company was ranked by Forbes as #6 among America's 25 Fastest-Growing Tech Companies and #2 on the list of America's Best Small Companies: 20 Fast-Growing Tech Stars.
We value individuality and we are highly interested in motivated people with desire to grow, as we do not believe in micro-management.
We look and strive for excellence and we are interested in individuals who want to grow, develop, innovate and learn.

Project description:

The company provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations.
We are hiring people to extend support in Japanese, Chinese and Korean languages.

Responsibilities:

Provide timely resolution of client inquiries as the point of contact for Google 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, websites, customer emails and notifications

Required skills:

Strong troubleshooting/problem solving skills
Ability to prioritize and multitask work
Excellent customer service skills
Ability to understand the overview of Google Cloud Platform products with Cloud technologies
Ability to adapt to new technologies and get a certification of Google Cloud Platform product overview
Ability to perform job functions under stress and pressure
Strong verbal and written communication skills and analytical skills
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
Capability to understand the local culture of business and various technologies in the local customers apply for Japanese, Mandarin Chinese and Korean
Work experience for local customers is preferred

Nice to have:

BA/BS degree preferred. Prior customer support experience for more than couple of years, preferably in Enterprise software
Experience working on central helpdesk teams
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Business Level(JLPT Level 2 or N2)
Chinese Level None
Salary JPY - Japanese Yen JPY 7000K - JPY 10000K   
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