Job Summary: Field Service Specialist required to provide frontline user and customer support to a fast-growing business in Japan, with a focus on IT-related issues and software implementation.
Global Blue is a leading company operating in the field of VAT refunds to travellers, with the largest amount of TFS transactions in Japan. As a Field Service Specialist, you will be responsible for:
- Providing local 1st line support to Global Blue's customers and Refund Offices, logging contacts in an accurate and timely way;
- Operating the Issue Tracking System and related processes, including communication and escalation structures;
- Performing field service to solve or escalate incidents and requests in a predefined, accurate and timely way;
- Installing, maintaining, deinstalling, and changing Global Blue Issuing Solutions according to Merchant Services processes and procedures;
- Providing training and after-sales support related to the Issuing Solutions;
- Creating technical specifications and user manual documents for solutions/services;
- Maintaining, operating, and keeping the local inventory accurate, and providing inventory access/reports to the Finance team;
- Participating in pilot and rollout plans for new solutions;
- Supporting release, testing, and software packages implementation out of business hours;
- Participating in On Call Duty service as per timeline schedule;
- Maintaining and operating office equipment (Shared servers, routers, employee computers, copy machines, etc.).
Requirements:
- IT or Technology education;
- 4+ years' experience in a similar position;
- Technical background as IT Service Desk or Technical Support (First Level);
- Understanding of PC, Operating Systems, Networks, and Point-of-sale related technology and transactional systems;
- Familiarity with Ticketing Systems;
- Experience with Payment Systems/Solutions is a plus;
- Excel VBA programming skill is strongly required;
- Proven understanding of customers' needs and ability to provide solutions or escalate issues;
- Strong customer service orientation;
- Independent and self-motivating personality, able to work under remote management;
- Strong resolution orientation, interpersonal, communication, and organization skills;
- Ability to work independently and as part of a team, and present ideas clearly and concisely;
- Strong analytical and problem-solving skills;
- Excellent organizational, time management, and customer service skills, with detail-oriented;
- Willingness to travel (max 50%) within Japan;
- Native Japanese language skills (oral & written);
- Fluent English language skills (oral & written).
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