II Level Functional Support

5日前

Chiyoda Tagetik Japan K.K. Full time

Responsible for the coordination of post-sales activities associated with implementing and supporting customers. Work closely with client and internal resources to interpret client needs, ensure our product meets their needs and monitor project status. Keep client informed of project status; evaluate feasibility, analyze the available options, plan, schedule and control activities to fulfill identified client objectives, applying knowledge of client's business, technical capabilities/issues, and technology effectively.

We are looking for a proactive and motivated Customer Support Specialist to join our II level Support Team. You will be responsible for a variety of tasks associated with implementing and supporting customers. Work closely with client and internal resources to interpret client needs and ensure our product meets their needs. Analyze the available options, plan, schedule and control activities to fulfill identified client objectives, applying knowledge of client's business, technical capabilities/issues, and technology effectively.

Goals and Objectives for this role:

  • Manages customers' requests relating to the use of our software products
  • Uses good judgement to make sound decisions in identifying, resolving & escalating issues when necessary
  • Manages communication between customer and other internal support teams
  • Analyzes application settings, recommending the software usage best practices on simple cases
  • Interacts with the customers about the issues and monitors the resolution process providing frequent feedbacks about the status of each incident
  • Supports coworkers and promotes a positive work environment
  • Anticipates unpleasant situations and does quickly escalate critical issues
  • Resolves well known cases independently

    • Required skills:

  • Degrees in Business, Accounting or Information Technology or similar background
  • Has deep experience in at least two Tagetik CPM software processes (Consolidation, Budget & Planning, Analytical Workspace implementations , ...) or experience in a set of processes or features.
  • Minimum 2 years' experience of customer service for Software product
  • Strong ability to document troubleshooting and solutions material
  • Good organizational and planning abilities including incident management skill
  • Fast-learner, resourceful, with good problem-solving skills, ability to work on own initiative
  • Strong empathy and ability to work with all types of customer personalities
  • Can prioritize and manage multiple tasks simultaneously
  • Willing to take responsibility when handling customer's requests
  • Strong collaboration skills
  • Good verbal and written communication skills in English
  • Good Microsoft Office skills

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