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Technical/Product Support Analyst

SS&C Technologies Tokyo, Japan
Posted 24 days ago Permanent Competitive
Technical/Product Support Analyst
SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

About SS&C Intralinks:

SS&C Intralinks is the leading worldwide Fintech SaaS solution for the global banking, deal-making, and capital markets communities. Our industry-leading technology enables the secure flow of information, empowering the largest banks and companies around the world to execute deals more productively, safely, and with complete confidence.

Pioneer - We are the CREATOR of the world's first virtual data room used to facilitate strategic transactions across the globe. SS&C Intralinks is the premier provider and fintech innovator in the capital markets, M&A, and alternative investments markets, partnering with leading investment banks, corporates, and funds to facilitate the largest business transactions in the industry!

Growth is our reality, not just a buzzword. After twenty years of setting the pace, we just experienced our strongest year ever. We will take this momentum and continue to drive product innovation to acquire more market share. We have proven market resilience. In a bull or bear market, our products remain in high demand.

Culture - We pride ourselves in being innovative and having a supportive culture. We value our professionals as individuals. We support & encourage work-life balance. Our teams support each other within and across functions. Leadership is both accessible and committed to our teams. Our professionals demonstrate a genuine passion for ensuring our team members succeed.

About the Team:

The Product/Technical Support Analyst is part of a global team that demonstrates personal confidence, commitment, and a passion for excellent customer service.

Responsibilities:
  • Handles first and second levels of support via inbound calls/chats/emails from our global clients, both internal and external, in a contact center environment.
  • Take escalations from our Tier 1 Helpdesk.
  • Act as Subject Matter Expert with the ability to walk internal and external clients through using all Intralinks products.
  • Work closely with clients and our Product/Operations/Development Teams to identify defects and product improvements, leading conference calls and acting as liaison between the groups.
  • Consistently attain high-quality scores and customer satisfaction ratings according to department goals.

Required Qualifications:
  • Education - College degree (Associates, Bachelors, Technical School) or equivalent work experience
  • Driven to build a career in SaaS Product/Technical Support
  • Knowledge about configuring and troubleshooting Adobe and Microsoft Office products
  • Knowledge about configuring and troubleshooting all modern browsers (Chrome, Firefox, Edge, etc.)
  • Basic knowledge of capturing and reviewing web traffic logs
  • Excellent communication skills (verbal and written) in both English and Japanese (N2 or better on the Japanese Language Proficiency Test) with the ability to communicate technical information clearly and concisely.
  • Experience in handling technical queries from external clients via various channels
  • Work well in a fast-paced, high-volume environment
  • Very coachable. Able to listen, absorb, and apply coaching techniques from peers and management
  • Strong time management/multi-tasking skills
  • Excellent team player
  • Quick learner (can learn independently)
  • Self-starter
  • Passion for technology

Desired Qualifications:
  • 1-2 years experience in a service-oriented call center environment
  • Experience supporting SaaS products
  • Experience supporting mobile applications
  • Experience supporting Mac
  • Experience using the following ticketing systems: ServiceNow, JIRA, and Zendesk
  • In addition to Japanese and English skills (verbal and written), the ability to communicate in Mandarin is a plus
  • Knowledge of networking and LAN infrastructure
  • Knowledge of SQL reporting
  • Knowledge of building and supporting APIs
  • Experience supporting SSO

Rewards and benefits:
  • Excellent compensation plan.
  • Amazing company perks and generous benefits including flexible Time Off, hybrid work options, charitable gift matching, equity awards, professional development, and career path opportunities.
  • Learn from Tenured and Passionate managers who will help you succeed.

#WhyJoinIN:
  • Intralinks really values its commitment to employee career growth. We are all part of a strong team that genuinely cares for one another and the success of our clients. Our relentless drive to provide a white glove service in FinTech, is just one of our team's key qualities which makes us proud to be a part of this company.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
Job ID  R21092
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