Global Service Desk Agent

1週間前

Tokyo Equinix Full time

Who are we?

Equinix is the world's digital infrastructure company, operatingover 250 data centers across the globe.Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

Global Service Desk Agent (Tokyo) - グローバルサービスデスク(東京)

Job Summary

Provides tier two(more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat.

Responsibilities
Customer Support

  • Provides tier two(more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat troubleshoot, document, escalate, and manage trouble resolution in the best interest of the customer and company
  • May also have involvement in escalation support at the tier 1 and 2 levels
  • Handles more complex issues and customers
  • May handle some specialized functions such as 1st level billing support, portal onboarding and simple GAM requests
  • May provide support in 1 or more languages
  • Works on tasks outside of the queue as assigned by management

    • Process (Improvement/ Development/ Management/ Documentation)

  • Consumers of process documentation
  • Identifies and recommends modifications to current process and procedures
  • May log incidents related to production bugs
  • May track to resolution and follow up on incident

    • Business Systems

  • Develops knowledge of and learns business systems (e.g., Siebel , CSC, ECP) within the GSD
  • Provides suggestions for improvement and helps with the coaching/development of GSD agents

    • Training

  • Assists with post training support of new hires
  • Provides side by side mentoring to peers and less senior agents

    • Qualifications

  • 1+ years experience preferred
  • Japanese & English at business level
  • Bachelor's degree preferred

    • Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing .

    Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

    エクイニクスはグローバルなデジタルインフラストラクチャー企業です。デジタル世界のリーダー企業は、当社の信頼性の高いプラットフォーム上に集まり、ビジネス成功のための基礎となるインフラストラクチャを相互接続しています。エクイニクスは、お客様がビジネス優位を加速するために必要となるすべての適切な場所、パートナーそして可能性にアクセスできるようにします。エクイニクスにより、お客様は俊敏性を拡大し、デジタルサービスの立ち上げを加速し、世界クラスの顧客体験を提供し、その価値をさらに高めることができます。

    グローバルにデータセンターサービスを展開している当社は、世界中にお客様がいます。
    そのお客様からのご相談、お問い合わせを電話、メールおよびライブチャットにて対応していただきます。

    【業務内容】
    ・既存顧客からの各種リクエスト対応(問い合わせ、オーダー作成等)
    (電話/メール/チャット/システムを利用)
    ・提供サービスに関わるサポート、トラブル申告の受付対応
    ・各種リクエスト、トラブル申告等のシステム入力、関連部門への割り当て
    ・注文済オーダーに関する内容不備の顧客への確認
    ・国内外の関連部門との業務連携
    ・カスタマーポータルサイトの操作に関わる顧客サポート
    ・その他顧客要望に関わる事項全般

    【応募資格・必須条件】
    ・語学

    ー日本語:ビジネスレベル
    ー英語:ビジネスレベル
    ・顧客と電話でコミュニケーションが取れる語学力
    ・顧客とのコミュニケーション経験(電話、メール、対面:1年以上が目安)
    ・シフト/夜勤勤務できる方
    ・PC、Microsoft Officeアプリケーションの操作

    【歓迎条件】
    ・語学

    ー韓国語:ビジネスレベル

    【勤務地】
    東京都港区

    【雇用形態】
    正社員
    ※期間の定め 無
    ※試用期間 有 3ヶ月

    【勤務時間】
    2交代制シフト勤務〈日勤8:00~20:30/夜勤20:00~8:30 (休憩2時間)〉
    1日10.5時間勤務×月間16日勤務となります。

    【休日休暇】
    ・年次有給休暇(入社日に該当日数を付与、初年度最大12 日)
    ・病気休暇
    ・試験休暇
    ・忌引休暇、他

    【待遇・福利厚生】
    ・給与改定 年1回
    ・賞与 年1回
    ・従業員自社株式割引購入制度
    ・各種社会保険完備(雇用、労災、健保、厚生年金)
    ・健保保養施設、フィットネスクラブ補助
    ・ネクストステージチャレンジ手当/休暇(永年勤続者対象)
    ・資格取得支援制度
    ・公認クラブ活動支援制度
    ・メンタルヘルスカウンセリング
    ・慶弔見舞金(結婚祝金、出産祝金、弔慰金等)、他

    エクイニクスは、均等な雇用機会を提供し、米国ではAffirmative Action*(差別是正措置)を採用しています。

    採用にあたり、人種、肌の色、宗教、信条、国籍または民族的出身、祖先、出生地、市民権、性別、妊娠・出産または関連する病状、性的指向、性同一性または性別表現、婚姻・事実婚・同性婚関係、年齢、 軍歴、身体または精神障害、疾患、遺伝情報、政治・団体への所属、犯罪もしくは虐待の被害者またはその家族としての地位、または法令で保護されるその他の状況が不当に考慮されることはなく、すべての公募者に採用に関する検討の機会が与えられます。

    *アファーマティブアクション:社会的な要因による差別で不利益を被っている者に対して、実質的な機会均等を実現することを目的として講じる暫定的な措置のこと

    Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing .

    Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

    • Global Service Desk Agent

      1週間前

      Tokyo Equinix Full time

      Who are we? · Equinix is the world's digital infrastructure company, operatingover 250 data centers across the globe.Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations ...

    • TAX】 Global Tax Desk China

      6日前

      Chiyoda EY

      International Corporate Tax Advisory · 国際税務コンサルタント · Job Title · 国際法人税務アドバイザリー · Staff/Senior/Manager · サービス内容 / Services · グローバル税務ガバナンス、連結実効税率管理、グローバル組織再編、海外進出支援、ファンド投資ストラクチャー、IPプラニング、グローバル資金管理、恒久的施設に関するアドバイス、租税条約の分析など、クロスボーダー取引のあらゆる側面について、法人税や源泉税等に関するアドバイスを提供します。グローバルな税務リ ...

    • Service Desk Specialist

      4日前

      Tokyo Ocado Logistics

      At Ocado Client Services we are responsible for providing the aftercare support of Ocado's · innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our · major retailer clients around the world. OSP comprises access to Ocado's physical infrastructu ...

    • Service Desk Analyst

      4日前

      Tokyo IFS Full time

      Job Description · Overview · The Service Desk Analyst manages the full lifecycle of all cases which relate to the provision of support, maintenance and cloud service activities for commercial IFS customers. The Service Desk Analyst therefore plays a critical role in forming cus ...

    • IS&D - Service Desk Manager

      4日前

      Tokyo Amaris Consulting

      Job description · Responsibilities: · Leading and managing the service desk team to deliver high-quality, responsive, and customer-focused support. · Identifying emerging issues and acting as a knowledge expert. · Coordinating service transition activities. · Communicating with i ...

    • Front Desk Agent

      4日前

      Kanagawa Prefecture Marriott International Full time

      POSITION SUMMARY · **Must have Japanese citizenship or Eligible work in Japan permit holder · Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or cre ...

    • Solutions & Services Executive - Global Accounts

      1週間前

      Chiyoda Lenovo Full time

      Description and Requirements · Key Responsibilities: · Sales Expertise: · Collaborate across multiple organizations, including but not limited to sales, finance, service delivery, customers, and business partners, leading all aspects of the services sales cycle. · Define a fr ...

    • Partner Sales Manager, Global Services JPN, AWS

      6日前

      Tokyo Amazon Web Services Japan GK Full time

      Are you interested in working with the largest AWS Partner Network (APN) organizations across Asia Pacific as they navigate through some of the most dynamic and disruptive transformation projects in their Enterprise customer organizations' histories? Does the prospect of empoweri ...

    • Global Service DT Business Process Sr. Specialist

      6日前

      Chiyoda Lenovo Full time

      Description and Requirements · We are looking for a Service Digital Transformation(DT) Expert with profound experience in customer service support to support our company's strategic transformation in the digital era. As a core team member, you will be responsible for leading the ...

    • Account Manager – Existing Seller Management, Global Selling, JP Seller Services

      5日前

      Tokyo Amazon Japan G.K. Full time

      The objective of an Existing Seller Management (ESM) representative is to reach out to existing Brand Owners (BOs) from a selected Lead Pool, to support SPs on the process of key Amazon Marketplace Programs (A+ content, brand registry, coupon. SP. Deals) and enhancement on SEO. E ...

    • Enterprise Services Manager, GFS Professional Services

      6日前

      Tokyo Amazon Web Services Japan GK - D90 フルタイム

      AWSプロフェッショナルサービスは、Business及びTechnology両方の観点からお客様の成功を支援するコンサルタント組織です。AWSサービスの深い知識および広範なコンサルティング経験を元に、エンタープライズのお客様のデジタルトランスフォーメーションを支援します。アカウント営業、ソリューションアーキテクト、サポートチームと密に連携し、AWS利用を促進することで、お客様の抱えるビジネス課題やIT課題を解決し、お客様のビジネス実現を支援します。 · アマゾンウェブサービスのプロフェッショナルサービスのエンタープライズサービスマネージャー(ESM)は、 ...

    • IT Specialist

      6日前

      Tokyo Roche Full time

      The Position · Summary of Position: · Overall responsible for all IT user service operation. · Acts as Single Point of Contact for end users providing customer focused support of incidents and requests that have been escalated from regional level 1 service desk, including hardw ...

    • Asia Fixed Income Desk Strats, AS, Fixed Income Division

      6日前

      Tokyo Morgan Stanley

      Asia Fixed Income Desk Strats, AS, Fixed Income Division Job Number: · Posting Date · :Sep 5, 2024 Primary Location · :Japan-Japan-Japan-Tokyo Job · :Trading Description About the Firm · Morgan Stanley is a leading global financial services Firm providing a wide rang ...

    • Mgr-Guest Service

      6日前

      Tokyo Marriott International Full time

      JOB SUMMARY · Responsible for the successful functioning of the department. Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and pr ...

    • Country Director

      6日前

      Tokyo Western Union Full time

      Country Director – Japan · Are you ready to unleash your potential in a global business that is committed to moving money for the better? How about helping drive successful strategies that will transform the customer and employee experience? Do your talents lie with developing ...

    • Japan Technology Solutions/ CE/ IT Project Specialist

      4日前

      Tokyo IQVIA フルタイム

      所属部署・チーム名 · Technology Solutions · Customer Engagement · Advanced Service Modernization & Delivery · ASMチーム · 所属部署・チーム説明 · ある程度安定稼働したCRM導入クライアントの運用サポートを行います。 · 運用サポートの中で発生した改修依頼をプロジェクト化し、進めます。 · CRM導入後5年以上経過しているクライアントへはシステム切替を提案していきます。 · チームの雰囲気 · 普段は3-4名でチームを作り、その中で ...

    • IT Support Desk

      6日前

      Tokyo Rakuten Full time

      Description · : Business Overview · Rakuten Securities, Inc. is the second largest online broker in Japan, having reached over 10 million general securities accounts last year, and is striving to achieve the top spot in the industry. It has worked to continually to expand and ...

    • Director, HR Business Partner

      4日前

      Tokyo Cardinal Health

      The Company and Business · Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a global, integrated healthcare services and products company, providing customized solutions for hospitals, health systems, pharmacies, ambulatory surgery centers, clinical laboratori ...

    • Lead

      5日前

      Tokyo Media

      To lead, manage and be responsible for the Account Management team (Associate Account Managers, Account Managers, Senior Account Managers, Project Leads across Japan. · Responsibilities will include: · Managing a team of up to 10 ambitious and highly-trained account managers wor ...

    • Director, HR Business Partner

      6日前

      Shinjuku City Cardinal Health Full time

      The Company and Business · Headquartered in Dublin, Ohio, Cardinal Health, Inc. (NYSE: CAH) is a global, integrated healthcare services and products company, providing customized solutions for hospitals, health systems, pharmacies, ambulatory surgery centers, clinical laboratori ...

    • Commerce Architect

      6日前

      Tokyo Adobe フルタイム

      Our Company · Changing the world through digital experiences is what Adobe's all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We're passionate about empowering people to create beautiful ...