|職名||Technical Support (Order Management System)||テクニカルサポート(注文管理システム）|
|勤務地||Japan - Tokyo|
At the ease of home and abroad, with e-commerce acting as a strong core - travel, digital content, Internet services such as communications, credit cards, banks, securities, insurance, FinTech (financial) services such as electronic money, and a wide range of professional sports services are fully available.
Today, it has more than 70 services and is used by more than 1 billion users worldwide.
The aim is to maximize its business across the globe.
They are heavily invested in the IT sector for their business, and have a diverse and global working environment.
If you're keen to work with challenges and career development opportunities, this company also provides plenty of opportunities for it.
We are looking for technical support staff (also the future team manager) who works between the customers and development engineers, responsible for EC’s centralized management system for orders, inventory and products (Order Management System, referred to as OMS below) provided by this company.
It’s a tier two technical support position which does not require to contact customers directly, the inquiries are from call center agents.
1. Support The Order Management System
-Support Target Customer: The merchants and vendors
-Support Scope: Support the OMS system, handle the inquiries, i.e., confirm system specifications, investigate root cause, escalate to development engineers if necessary.
-Support Method: Via JIRA ticket, those escalated from Call Center agents. No need to contact customers directly.
2. OMS Technical Documentation Related
- Regarding the OMS technical documents aiming to help the merchants and vendors, when there is a requirement, work closely with the document related teams to create/update/translate the documents.
3. Business Improvement
- Analyze the inquires, provide improvement plans and take actions.
4. Small Team Management (future)
- Management the team including partner staff.
5. Other Routine Tasks
- Regular operations such as update the setting information for merchants.
-Experience with EC logistics and order management. (from purchase to shipment)
-English communication (reading, translation)
-Experience with customer support, technical support.
-Experience with small team management, including contingent staff.
-Willing to improve team operations.
-Experience with log investigation, system test.
-Experience with BtoB support.
-Knowledge about Web API Service.
-Experience with call center
-Level 2 technical support on BtoB/BtoC
-Small team working experience.
-Experience with escalation point.
Domestic travel, international travel if required.
Reading and Writing with understanding Japanese culture.
English Requirement:Business Level
Japanese Requirement:Business Level
Additional Job Information
If you are interested to know more about this position, please contact Mariz Choo at:
(D) 03-6422-4473 or email directly at: firstname.lastname@example.org