Job Description
Business Overview
Join Rakuten in Leading Digital Transformation for Businesses

We are seeking passionate individuals to drive digital transformation for our corporate clients Our mission is to leverage the full power of Rakuten Group's cutting-edge technology and vast assets to deliver unique, value-added solutions that empower businesses to thrive in the digital age.

Our solutions go far beyond traditional IP telephony and internet connectivity. We harness a diverse range of advanced technologies, including mobile, IoT, cloud computing, and contact center solutions, to solve our clients' most pressing business challenges. Our team is comprised of dedicated professionals in each of these fields, constantly pushing boundaries and embracing new challenges.

A Culture of Growth and Innovation

At Rakuten, we encourage every employee to embrace challenges and view failures as valuable learning opportunities. We believe that by fostering a culture of experimentation and continuous improvement, we can accelerate the growth of our entire organization.

The world is undergoing a massive transformation, driven by digitalization, virtualization, streaming, mobile technologies, and subscription-based models. We see this change as an opportunity to innovate and lead the way. Join us in navigating this exciting landscape and empowering our clients to achieve digital success

Your Skills and Passion Will Shape the Future

We are looking for individuals who can leverage their experience, knowledge, and – most importantly – their passion for customer success to drive innovation and create lasting value for our clients. At Rakuten, you'll have the opportunity to reach your full potential and work alongside a talented team to build the future of digital business. We are looking for teammates to create the future together

Department Overview
Drive Business Acceleration & Experience Empowerment Firsthand: Customer Success at the Forefront

Our department empowers B2B clients by delivering solutions that blend the expertise of legacy Rakuten Communications' fixed-line IP telephony services with the innovative offerings centered around Rakuten Mobile.

As a key player on the front lines, you'll be dedicated to guiding our clients toward *success*. You'll go beyond simply explaining our services, delving deep to understand their unique business challenges and recommending the optimal solutions to address them. In the event of any issues, you'll provide swift troubleshooting and seamless resolution through collaboration with our technical teams and vendors.

This is a highly rewarding position where you'll directly contribute to the growth of our clients' businesses and experience Rakuten's mission of "Empowerment" firsthand.

Position
Why We Hire
Revolutionize Customer Business with the Power of AI

The recent, rapid advancements in AI technology are dramatically reshaping the contact center landscape. Rakuten Connect Storm is at the forefront of this revolution. We need your technical expertise and passion to solve our clients' business challenges and create unprecedented value.

Position Details
Empower Customer Success as a Technical Support Engineer for Rakuten Connect Storm

Role
In this role, you will be instrumental in ensuring our customers achieve their goals with Rakuten Connect Storm. You will be a key contributor in the following areas:

• Technical Expert: Provide technical consulting and propose optimal configurations to clients during service implementation.
• Problem-Solving Professional: Troubleshoot technical issues and deliver rapid resolutions for clients using our services.
• Team Collaboration Leader: Collaborate with internal technical teams and overseas vendors, managing escalations as needed.
• Service Improvement Advocate: Analyze customer feedback and propose improvements to enhance service quality.

Skills You'll Gain

• High-level logical problem-solving and issue resolution skills.
• Exceptional communication skills for interacting with customers.
• Opportunities to work with cutting-edge technologies and solutions within the Rakuten Group, including mobile, IoT, and AI, as part of a communication service provider.
• Enhanced communication skills through negotiation and collaboration with overseas engineers and other international stakeholders.

Work Environment
Our team is structured into multiple groups, each focusing on specific services. Comprised of a diverse range of individuals from their 20s to 50s, we foster an environment where the fresh energy of younger members blends seamlessly with the seasoned experience of veterans. This creates a dynamic atmosphere of mutual inspiration and continuous growth.

We pride ourselves on our flat organizational structure, where everyone, regardless of age or title, feels empowered to share their ideas freely. Join our vibrant and energetic team, and bring your unique personality and experience to the table

Mandatory Qualifications
Required Skills:
Deep Knowledge And Practical Experience In Contact Center Systems

• Understanding of core contact center infrastructure technologies, including PBX, IVR, ACD, and CTI.
• Experience in the design, implementation, operation, and maintenance of contact center systems.
• Understanding of key performance indicators (KPIs) in contact centers, such as answer rate, abandonment rate, and average handling time.

Networking Knowledge

• Knowledge of networking protocols, including TCP/IP, HTTP, and DNS.
• Experience configuring and managing network devices such as routers, switches, and firewalls.
• Experience in network troubleshooting.

Communication Skills

• Ability to communicate effectively with customers and internal stakeholders.
• Ability to explain technical concepts clearly and concisely.
• Strong written communication skills, including the ability to create technical documentation and procedures.

Problem-Solving Skills

• Ability to analyze technical problems and identify effective solutions.
• Strong logical thinking skills.

Japanese Language Proficiency

• Ability to communicate effectively in Japanese in a business context (reading, writing, and speaking).

Desired Qualifications
Cloud Computing Knowledge:

• Familiarity with cloud platforms such as AWS, Azure, and GCP.
• Experience in building and operating contact center systems in cloud environments.

Security Knowledge

• Fundamental knowledge of information security principles.
• Knowledge of security measures for contact centers, including protection against unauthorized access and data breaches.

Artificial Intelligence (AI) Knowledge

• Basic understanding of AI concepts, including machine learning and natural language processing (NLP).
• Familiarity with AI applications in contact centers, such as chatbots, voice recognition, and sentiment analysis.

Project Management Skills

• Experience in project planning, execution, and management.
• Demonstrated leadership abilities.

English Language Proficiency

• Ability to read technical documentation in English and communicate with overseas vendors.

Vendor Certifications (Preferred)

• Relevant certifications such as AWS Certified, Azure Certified, CCNA, or CCNP.

Others
Additional information on Location
Futako Tamagawa Rise Office, Tokyo

Additional Information On English Qualification
TOEIC Score exceeding 800

Contact Center #Technical Support #Rakuten Mobile #Network Engineer

CCNA #CCNP #CCIE #Project Management

Languages
English (Overall - 2 - Intermediate), Japanese (Overall - 4 - Fluent)