Technical Support Analyst

Technical Support Analyst

Job Id : 6017
Posted : 2022-01-04
Industry : Information Technology and Services
Employment Type : Full Time, Permanent
Required Skills : JapaneseN, English2, SaaS, ERP, ERP, Server
State : Tokyo
Country : Japan
Annual Salary : ¥6,000,000 ~ ¥8,000,000

Job Description

Position Name: Technical Support Analyst

Responsibilities:

  • Responding to customers regarding queries when using Kinaxis Rapid Response by determining the nature and likely causes of customer problems, recommending corrective action or guiding the customer through the necessary steps to a resolution.
  • Analyzing planning results and algorithm outputs using internal tools to understand variations in results and runtime.
  • Monitoring hardware/software components of our on-demand service. Resolving problems in a timely manner while ensuring customers are kept informed of progress.
  • Ensuring that all aspects of our customers' Service Level Agreements and Support Agreements are fully met.
  • Following up with customers to ensure problems were resolved and/or recommending further action to ensure non-recurrence.
  • Providing liaison and coordination activities with other departments to respond to or resolve urgent or complex customer/service problems and inquiries.
  • Participate in on-call duties rotation, after hours environment maintenance.
  • Performing application administration functions for our customers.

Qualification:

  • 3-5 years’ experience in a Technical Support role supporting external customers on a software solution, ideally for a SaaS based company.
  • 1-2 years of experience in Enterprise Resource Planning (ERP) / Supply Chain applications.
  • A passion for working in customer facing roles and you have great interpersonal, communication, facilitation and presentation skills.
  • Native proficiency in Japanese and professional proficiency in English.
  • A Post-secondary diploma or degree in a related discipline.
  • Knowledge of relevant case tracking applications (CRM).
  • Solid working knowledge of the Windows Server environments, and experience with ERP business software.
  • Willingness to work pager support coverage rotated across the team.
  • Experience with supply chain (manufacturing, production planning, Inventory management, demand management) in a support or planning role is considered an asset.
  • Working knowledge of relational database and query writing considered an asset.
  • Experience with monitoring and responding to issues with transactional data flows considered an asset.
  • APICS Certified in Production and Inventory Management (CPIM) considered an asset.
  • APICS Certified Supply Chain Professional certification (CSCP) considered an asset.

Company Description

As a market leader, Company has set customer satisfaction as one of the highest priorities in order to help improve and share in the industry's most innovative technologies. By combining new ideas with our comprehensive knowledge, we have set standards for value and service that we are confident you will find unsurpassed.

We pride ourselves on our wide spectrum of products and services. Company has a proud heritage of family ownership dating back nearly thirty years. Our primary objective is to offer only the highest quality products and services


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