Service and Support Specialist (expired)

SCALA KK

Company

SCALA KK

Job ID

100058

Location

Tokyo, Tokyo, Japan

Post date

Nov 21, 2014

Industry

Information Technology

Function

Other IT, Internet, Telecommunication

Work Type

Full Time / Entry Level

Salary

¥2.5M / Year

• Negotiable

For this role we are looking for a real problem solver with the ability to take ownership of client projects from start to end. After an initial training period where you will learn best practices from our in-house experts, we expect you to be comfortable with installing our software, provide recommendations on infrastructure and hardware, to perform performance tuning and counseling, advise on best practice and content mix, read and dissect error logs from multiple systems, being creative in analyzing the issues in order to reproduce and document them, help answering RFP and well as developing custom integrations with 3rd party systems.

For this Junior position, more than any expertise, we will need your ability to acquire an ever evolving body of industry knowledge and be ready to get your hands dirty with all kind of systems in order to become our local expert. To help you in this task, you will be able to draw from the expertise from all members of the organization across the world.

What You Will Be Doing
+ Perform basic set-up and installation of product environment
+ Configure web servers according to companies best practices
+ Configure Digital Signage players to companies best practices
+ Provide assistance with user administration, role definitions, and workflow configuration
+ Provide assistance in “best-practice” Digital Signage account configuration
+ Perform system health checks for Customers
+ Perform configuration and performance tuning
+ Assist with system upgrade planning and activities
+ Resolving and managing all support issues and escalating service needs
+ Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use
+ Work with other teams as required providing “best practice” advice, + identifying potential workarounds and supplying support code add-ons for our Enterprise customers
+ Maintain interaction with the sales force and professional services to insure customer needs are met and growth opportunities are maximized

Additionally, the Service and Support Specialist must act as a Champion for the corporate values around customer success

What You Need for this Position
+ Strong communications skills both in Japanese and English with ability to engage with both senior business and technical customer staff
+ A passion for customers and a strong interest and desire to handle a variety of technical issues from the very basic through the ambiguous to highly complex and political.
+ A strong problem solving mentality, starting with understanding and analyzing complex interactions between systems to being able to propose quick solutions to support the immediate business needs.
+ Self starter, ability to work independently with minimal supervision, learn quickly and be proactive
+ Demonstrated capability to write simple and complex programs using a programming language of your choice
+ Relational database experience
+ Education: Bachelor's Degree or equivalent or proven skills in the field of Computer Science

Preferred Skills:
+ Software Development Skills (preferably some in Python)
+ Project development and implementation experience
+ Experience with Digital Signage or other content management system(s)
+ Experience and desire in managing strategically important customer accounts.
+ Project management and requirements analysis experience
+ Professional Services / Premier Services experience
+ Experience with software development methodologies (SDLC, agile, etc.) and supporting technologies (bug tracking, source control, change and configuration management, etc.)
+ Pre-sales / sales-engineering experience.
+ Understanding of enterprise architecture, preferably in the context of high scale, clustered Java web applications