Product Support Analyst Tier 2-Japanese Speaking

4 мес. назад

VietnamWorldwideMiddleHybrid

Responsible for providing excellent product support by troubleshooting and resolving issues efficiently while communicating across global teams.

Purpose of role: Provision of an excellent support service is critical to the achievement of ’s strategic plans for growth and profitability. Our Product Support Analyst Level 2 will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary. Our Product Support Analyst Level 2 will also assist colleagues, and will not only have outstanding verbal and written communication skills but can demonstrate that they are able to communicate quickly and efficiently at all levels across a Global team (Customer, peers, and Managers) in order to achieve our departmental and company strategy. This role requires someone who is resourceful and well organised, with excellent analytical and problem

Progress cases through to resolution by utilising available resources and expanding own knowledge. • Escalating a case in good time. • Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines. • Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues. • Documenting solutions and producing written guidance on resolution steps and procedures. • Being passionate and pro-active in acquiring and absorbing knowledge of the product suite and associated toolset, and working closely with management to increase the level of personal skills and competence. • Reporting issues, recommending process improvements and the identification of support tools that wi

Essential   • Good standard of education. • Experience of working with customers • ERP Application support • Experience of supporting customers to a high level of    performance  productivity and customer satisfaction   Desirable   • Understanding of the automotive industry and specialism in one business or       technical area (front office, back office, accounts, HSP, networks etc.) • Bachelor’s Degree in Computer Science (or equivalent)

Key Results Indicators   Customer Satisfaction    Service Responsiveness, productivity and time to resolution to agreed standards.   Demonstrable contribution to continual improvement of support processes and practices.   Measure of success   Achievement of Departmental Objectives   Evidence
•Ability to efficiently plan and prioritise workload to meet deadlines. • Expertise or knowledge relating to a specified product / module. • High level of investigation, analytical, problem solving and trouble shooting skills. • Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English. • Able to articulate simply complex problems or issues. • Knowledge and understanding of customer expectations. • Coaching and mentoring skills. • Ability to influence and overcome objections. • Ability to interact with all levels of customers and associates.