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Robert Half Japan

Senior Technical Support

Robert Half Japan Tokyo, Japan
Posted 28 days ago Permanent Competitive
Company Profile

The client is a fintech company in Tokyo. They provide leading payment solutions to clients across the globe and help them to expand the business beyond border.

The Role
  • Troubleshoot customer issues, and provide solution or technical context to the Customer Success team within our set SLAs and SLOs
  • Triage and escalate issues as required to the product and engineering teams
  • Be an expert on our platform and products, supporting colleagues and customers with your knowledge
  • Contribute to our knowledge base for internal and external use
  • Oversee our incident process and organize incident response
  • Act as our customer's champion, tracking product feedback from customers and relaying it to the product and engineering teams
  • Identify and implement improvements to our support processes and structure
  • Report on and help maintain key support metrics (SLA, Ticket Data)
  • Provide guidance and training to team members
Your Skills
  • Excellent problem-solving skills: creative, logical thinking with an attention to detail
  • Someone who can look more deeply into a problem, gather evidence, workarounds.
  • Someone who has managed similar bugs and issues; process driven and process improvements, etc.
  • Strong understanding of SQL
  • Experience with log monitoring and analysis services like DataDog
  • Some programming experience (any languages) so they can dive into the source-code A lot of the issues will require checking the source-code directly
  • Effective English communication skills, both written and spoken
  • Strong customer service acumen
  • Ability to effectively prioritize and manage multiple-tasks
  • Demonstrated experience providing software support and managing incidents
  • Demonstrates strong self-management skills, requiring minimal supervision, and actively seeks out tasks to fulfill
Location

Tokyo 23 Wards

Salary

6M - 10M JPY

Selling points
  • We embrace remote work while also offering office space for those who prefer in-person collaboration
  • 10 days regular vacation, an additional 5 days summer and 5 days winter vacation
  • Paid birthday holiday
  • Budget for self-learning allowance, to ensure our employees' skills remain current
  • Language training for Japanese
Reference Number: 06940-0012963627

By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice https://www.roberthalf.com/jp/en/privacy . Please do not submit any sensitive personal data to us in your resume (such as such as race, beliefs, social status, medical history or criminal record) as we do not collect your sensitive personal data at this time.

お客様が「今すぐ応募」ボタンをクリックすることにより、ロバート・ハーフ(以下、当社)がお客様の応募内容を処理し、求人情報を今後随時ご連絡する目的で個人情報を使用することに明示的に同意ただいたこととなります。当社による個人情報の処理方法、またお客様自身の個人情報へのアクセスおよびその訂正に関する詳細については、プライバシー規約( https://www.roberthalf.com/jp/ja/privacy )をお読みください。当社は、要配慮個人情報はお預かりしておりませんので人種、信条、社会的身分、病歴、犯罪の経歴など、取扱いに特に配慮を要する個人情報は、ご提出いただく職務経歴書・レジュメ等に含めないようお願いいたします。
Job ID  06940-0012963627
ABOUT COMPANY
Shinagawa, Japan
HR & Recruitment
Founded in 1948, Robert Half has a long history of connecting opportunities at great companies with highly skilled job seekers. Bolstered by the stren...
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