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Updated 2020-12-03
Activated 2020-12-03

[Cloud support] Must-see for experienced customer support! ◎ Listed companies ◎ Customer support for cloud services

  • ★★ Staff Level
  • Women Welcome
  • Listed Public Company
Company Name

SoftwareONE Japan K.K./SoftwareONE Japan株式会社

Job Type
SoftwareONE Japan K.K./SoftwareONE Japan株式会社
Customer Service - Customer Support
IT (Other) - Customer Support Engineer
IT (Other) - In-house System Operator
Industry IT - Other
Location Asia Japan Tokyo

Job Description 【Roles & Responsibilities】
・Primary responsibility is customer service. Being present and available to clients requiring technical assistance.
・Respond to questions received through emails and calls.
・Learn the fundamental operations of the platforms which are being supported.
・Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
・Become familiar with helpdesk policies and services.
Other duties as assigned by the Service Manager.

・Serve as the single point of contact for customers related to Azure Cloud Support issues.
・Good knowledge of user account administration Azure.
・Develop technical knowledge of Azure and other technologies as required.
・Take ownership and responsibility of an issues from start through to a successful resolution.
・Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
・The Service Desk Engineer must ensure the support team members to close out their tickets properly.
・Develop sound understanding of IT operations and related applications as well as business related processes and procedures.
・Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Company Info SoftwareONE’s Japan business is experiencing unprecedented growth and we want to hire the best local talent to achieve our goal of being a market leader in software services.

【What you should really know about us?】
Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareONE successful.
Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day. Our culture is unique, and I believe that having the right people and empowering them to succeed, is the absolute key to our success.
- Patrick Winter, Founder.

【What do we expect from our employees】
Success at SoftwareONE is not defined by what you do for yourself, but by what you deliver for our customers, the business, and for the employees around you. SoftwareONE employees are energized, agile, and are laser-focused on delivering world-class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble, have a very high degree of Integrity, and are simply not interested in politics. Our leaders operate with a high level of Discipline but are able to work at Speed manage change in a global economy.

【Measures against passive smoking】
No smoking indoors allowed
Working Hours 09:00~18:00
【Welcome condition】
Knowledge, Skills and Abilities Required
・Exceptional interpersonal skills, with a focus on listening and questioning skills.
・Business professional written and oral Japanese language skills
・Business professional written and oral English skills.
・Familiarity with the fundamental principles of ITIL/SLA
・Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
・Prioritise and schedule problems. Escalate problem (when required) to the appropriately experienced technician
・Perform post-resolution follow up activities to requests
・Reinforce SLAs to manage end-user expectations

・1+ year’s work experience in a Service Desk environment
・Certification required is MS – 100 / MS – 101
・Knowledge of ITIL Process Frameworks desirable
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Business Level(JLPT Level 2 or N2)
Salary JPY - Japanese Yen JPY 3500K - JPY 5000K   
Other Salary
Commuting/Transportation Allowance
Social Insurance
Holidays Five-Day Workweek
Job Contract
Full-Time Employment
Nearest Station Shinjuku, Tokyo

Please apply from here


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SoftwareONE Japan K.K./SoftwareONE Japan株式会社

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[Cloud support] Must-see for experienced customer support! ◎ Listed companies ◎ Customer support for cloud services