Customer Success Support Associate - Japan (expired)

Pearson English (GlobalEnglish)

Company

Pearson English (GlobalEnglish)

Job ID

100314

Location

Tokyo, Japan

Post date

Dec 16, 2014

Industry

Information Technology, Other

Function

Other IT, Internet, Telecommunication, Other

Work Type

Full Time / Experienced (Non-Manager)

Salary

Amount not specified

Location: Japan
Summary
Pearson English Customer Success Support (CSS) Associate will play a critical role in the delivery of world-class client support. CSS Associate will be assigned to help regional sales teams with operational needs of local and global clients. This support is primarily in English. The CSS Associate will also be responsible for responding to technical and non-technical customer queries in their supported language(s). The success of the CSS will be measured in terms of customer satisfaction and efficiencies created within the regional sales team they support.

Job Description
- Respond to request and queries from customers using Pearson English products/services in any English while ensuring Customer Satisfaction. Manage and answer Internet-based inquiries from customers in Japanese and English mostly via email. This is a must have.
- Any additional language skills is a huge plus.
- Analyze problems regarding non-functioning software and recommend corrective action.
- Recommend solutions to customer’s application questions.
- Provide proactive and reactive customer service to ensure the customer is receiving adequate support from the company.
- Develop strong working relationships with cross-functional teams across Pearson English and coordinate with various departments within the company to ensure that customer needs are handled in a timely manner.
- Develop and maintain technical expertise in all Pearson English products/services.
- Research, document, and escalate cases according to procedure or protocols.
- Champion customer driven feedback to functional areas in order to influence process/product improvements.
- Develop positive customer (internal and external) relations.
- Coordinate with various departments within the company to ensure that customers needs are handled appropriately and in a timely manner.
- Develop strong working relationships with cross-functional teams across Pearson English.
- Actively participate in job related training.
- Author or translate technical documents in different languages as needed on common issues and solutions in order to build the knowledge base.
- Conduct Technical Tests for existing and prospective customers.
- Collaboration with Account Management team members to address account-level issues.
- Assist with technical testing and issue resolution, such as those related to firewalls or media issues with Adobe Flash or our Pearson English Products/Services may also be necessary.
- Conduct all customer interactions in a manner that presents Pearson English in a positive light.
- Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
- Must be able to troubleshoot software problems and provide quick and effective solutions to resolve issues.

Qualifications
- 2 to 4 years of equivalent work experience in a fast-paced support environment.
- Excellent computer skills and familiarity with the Internet and SaaS business model.
- Must have excellent soft skills and “can-do” attitude.
- Must be a team player and open to working in a diverse cultural team while maintaining local cultural and policy requirements.
- Proficient with Windows Operating system, Microsoft Excel, Word, Power Point, and Outlook.
- Should be familiar with multiple web browsers (IE, Firefox, Safari, Chrome) and operating platforms (Windows and Mac).
- Device support experience (phones, tablets) a plus.
- Proven Technical aptitude.
- Experience or knowledge in software applications along with experience using the Internet and web-based solutions.
- Working experience in any standard CRM tools, screen-sharing, effective communication, software quality assurance tools and collaboration tools.
- Superior customer service skills with experience in handling difficult customer situations.
- Ability to manage multiple projects, set priorities, work independently with changing priorities, and perform under pressure.
- Ability to work with sensitive and confidential material and possess excellent judgment.
- Ability to acquire and apply new technical knowledge quickly.
- Strong Troubleshooting and analytical skills to be able to isolate technical issues for resolution or escalation.
- Developing networking and protocol knowledge: SMTP, DNS, FTP, SSH, TCP/IP, RMTP. Candidate should be ready to use a script or knowledge base article to explain these protocols along with a fundamental understanding of proxy servers and settings.
- Strong organizational, time management and prioritization skills.
- Strong written and verbal communication skills in English along with support language(s)