Purpose of the Role
We are seeking a highly skilled Field Service Specialist to provide frontline user and customer support to our fast-growing business in Japan.
As a Field Service Specialist, you will be responsible for diagnosing and resolving IT-related issues, escalating when necessary, and providing technical support to clients.
You will also be required to customize and install software systems for our clients, answer questions related to implementation, and participate in office maintenance projects.
This is a client-facing role that requires building and maintaining strong client relationships to ensure customer satisfaction and smooth efficient support.
The position may require travel mainly across Japan and shift work on weekends, holidays, and nighttime.
Responsibilities
- Provide first-point-of-contact support to merchants and Refund Offices.
- Offer local 1st line support to Global Blue's customers (merchants) and Refund Offices.
- Operate the Issue Tracking System and related processes, including communication and escalation structures.
- Solve or escalate incidents and requests in a predefined, accurate, and timely manner.
- Install, maintain, deinstall, and change Global Blue Issuing Solutions according to Merchant Services processes and procedures.
- Provide training and after-sales support related to Issuing Solutions (onsite or remote).
- Create technical specifications and user manual documents for solutions/services.
- Maintain, operate, and keep the local inventory accurate and provide inventory access/reports to the Finance team.
- Participate in pilot and rollout plans for new projects.
- Support release, testing, and software packages implementation out of business hours if required.
- Participate in On Call Duty service as per timeline schedule.
Requirements
- IT or Technology education.
- 4+ years' experience in a similar position.
- Technical background as an 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 to automate daily processes.
- 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, presenting ideas clearly and concisely.
- Strong analytical and problem-solving skills.
- Excellent organizational, time management, and customer service skills, with attention to detail.
- Willingness to travel (max 50%), primarily within Japan.
- Native Japanese language skills (oral & written).
- Fluent English language skills (oral & written).
Salary: Estimated ¥[salary] per year, based on location and industry standards.
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