Technical Support Manager - #5353

For more information, send an email to info@tekizaitekisho.jp
Industry: High Tech Internet

AVERAGE Annual Salary: 9,000,000 yen
Japanese: 5 - native
English: 3 - good

DESCRIPTION:

The company is a leading provider of online business optimization software,
enabling customers to manage and enhance online, offline and multi-channel
business initiatives. The software, which it hosts and delivers to its
customers as an on-demand subscription service and on-premise solution,
enables customers to capture, store and analyze information generated by
their Web sites and other sources and to gain critical business insights
into the performance and efficiency of marketing and sales initiatives and
other business processes.

Job Duties:
We are seeking a strong leader and self-starter who will build and guide our
support team to the next level of growth. You will be responsible for
leading one of our Technical Support Teams with a focus on scaling the
business and providing stellar client service.

Other responsibilities include:
-Supervision of call center staff, provide leadership, training, coaching,
and support to a team of Technical Support representatives
-Build and grow the support team as the business dictates
-Effectively handle client escalations as appropriate
-Create and execute on support initiatives focused on scaling our business
-Ensure overall client satisfaction
-Track customer support metrics and adjust business model to improve overall
client satisfaction
-Perform efficient incident management, while maintaining metric quotas
-Understand and assess client-reported issues to determine prioritization
-Manage and ensure documentation of assigned incidents - including internal
and external communications
-Builds and maintains process documents
-Develops and submits weekly and monthly call center operational &
performance reporting to management.
-Demonstrated ability to handle stress effectively and to assist others in
effectively dealing with stress
-Excellent interpersonal skills, listening skills and approachable style
-Strong analytical skills; creative problem-solver
-High level of professionalism and integrity

Requirements:
Our ideal candidate will have a bachelor's degree and 5+ years of prior
software and/or technical support management experience - including the
ability to effectively manage, prioritize and resolve customer issues
quickly, logically and creatively. In addition, you will bring to the table
the following:
-A passion for delivering excellent service to clients
-Minimum of 3-years experience in a client support manager role
-Minimum of 5-years experience in a client support role
-Ability to work with a globally distributed team
-Excellent oral and written communication skills
-Self motivated, able to work alone or with others
-Organized, detail oriented
-Resourcefulness with strong research, analytical and technical problem
solving skills
-Hands-on experience with HTML and understanding of database and internet
technologies
-Ability to multi-task and prioritize in a fast-paced environment
-Familiarity with Customer Relationship Management (CRM) systems
-Experienced Quality Assurance background
-Project Management experience
-Proven history of successfully leading call centers and advanced technical
support teams to deliver superior service quality.
-Working proficiency with full MS Office professional suite.

Implementation Consultant - #788

For more information, send an email to info@tekizaitekisho.jp
Industry: High Tech Internet

AVERAGE Annual Salary: 8,000,000 yen
Japanese: 5 - native
English: 3 - good

DESCRIPTION:

Implementation Consultant

The Company
The company provides hosted applications that help online businesses measure
the effectiveness of their web sites and marketing initiatives, in order to
improve their success and increase their ROI. The company's focus is on
providing high-volume, complex web sites with the industry's most
comprehensive yet most adaptable solution for measuring site traffic,
advertising effectiveness, sources of sales, e-commerce transactions, and
more.

The Position
Implementation Engineers customize the company code to each clientfs exact
business requirements and reporting needs, help each client implement code
throughout their website, and perform quality checks to ensure that
implementation has been completed thoroughly. Although not a programming
position, it is certainly a very technical position with constant customer
interaction.

Location: Tokyo, Japan

Responsibilities:
-Gather client business objectives and create Rapid Deployment Guides.
-Train clients on how implementation is to be done.
-Perform technical pre-assessment with clientfs IT personnel and assist in
development of the risk assessment.
-Write logic necessary within client software to generate required values
for implementation of company technology.
-Coach clients throughout the implementation process.
-Ensure that clients complete their implementations on schedule.
-Document issues and best practices relating to specific platforms or
configurations.
-Communicate constantly with customers throughout the contract lifecycle,
escalating important issues where needed.
-Debug implementation problems, JavaScript errors, and product
functionality.
-Maintain customer contact and daily status updates for all outstanding
issues.
-Manage customer expectations, keeping customers happy and expectations
realistic.
-Coordinate with engineering department to ensure timely closure of quality
issues.
-Fully understand customer requests, document them, and assign appropriate
resources.

Experience and Attributes Required:
-Extensive knowledge of Microsoft Office, email, and how the Internet and
websites work.
-Must be self-managed, responsive, and dedicated to customer support.
-Strong understanding of HTML and web protocols.
-Strong JavaScript skills.
-Strong technical writing skills.
-Exceptional organizational, presentation, and communication skills ? both
verbal and written.
-Demonstrated ability to deal with change and be a team player.

Business Development Manager - #5347

For more information, send an email to info@tekizaitekisho.jp
Industry: Electronic Consumer Goods

AVERAGE Annual Salary: 9,500,000 yen + incentive
Japanese: 5 - native
English: 3 - good

DESCRIPTION:

WHO COULD BE CONSIDERED AS A CANDIDATE?

ANYONE with experience in technology product sales management, ideally with
a background gained via value added, specialized channels.

In line with the company's anticipated 3 year growth, it is envisaged that
this position will take on greater management significance within an
expanded sales team, and with it, the opportunity for personal advancement
and larger sales goals.

MISSION:
Operating primarily within the educational and business marketplace, the
business development manager shall be tasked with:
-Managing the drive towards ambitious territory targets for sales and brand
share growth.
-Working with the distributor and channel partners, increasing the profile
and authority of the brand nationally and regionally amongst key
institutional and public sector educational policy makers, buying groups and
product advocates.
-Additionally, taking a lead role in working with the distributor and
marketing in the initiation and implementation of a concerted programme of
educationally focused gpull-throughh marketing activities, in Japan; this
being a key marketing investment market.

PROFILE:
-Senior sales management experience gained in relevant, value-added,
specialized technology or IT product sectors; e.g. audio visual /
presentation products, networks or software systems.
-Experience dealing with large Keiretsu/Sogo Shosha scale companies. Any
experience gained specifically in marketing such products into educational
sectors would be an advantage.
-An affinity with and enthusiasm for technology and IT products.
-Relevant trade marketing experience, including t the management of trade &
end user marketing programmes, exhibitions, producing marketing materials
etc.
-The ability to deliver under pressure and unsupervised. Note: this position
is not office based, with the APAC sales and marketing.