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User Support Coordinator - JAPANESE (Email)

Company: TalentBurst
Location: Austin
Posted on: November 11, 2019

Job Description:

Job Description

Title: User Support Coordinator - JAPANESE (Email)
Duration: 12 Months
Location: Austin, TX

Position Overview
We are seeking a customer focused resource whose primary focus will be to deliver exceptional customer service via email to users of Apple's sales training tools, in addition to supporting processes for the sales operations organization on both internal and external facing systems. This position requires excellent problem solving skills, ability to navigate through ambiguous issues, superior written communication skills, ability to work quickly with great accuracy, understanding of Apple's Channel Sales tools, passion for constant improvement, and commitment to exceptional customer service. The ideal candidate will be able to solve routine problems independently and know when to request specific direction on more complex problems. This includes working with technical, business and project teams to define processes and procedures to monitor systems, rapidly respond to incoming incident tickets and provide status updates to management and the business so they are informed of any business impacts, in a timely manner and with clarity.

Essential Duties and Responsibilities

  • First point of contact for various Apple sales provisioning/registration systems, training systems, Sales portals, etc. account support including registration and access assistance.
  • Troubleshoots users' access issues by having comprehensive practical and theoretical
  • understanding of the applications that help channel resellers sell and support Apple products (e.g.
  • SEED, AMS, ASW, ASTO, My Access and more).
  • Supports sales team by developing and maintaining positive customer relations with clients/ customers, which can substantially affect service and/ or product revenue(s).
  • Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.
  • Typical issues include login ID retrieval, account update, content feedback, FAQ related questions,
  • Providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more.
  • Consistently provides prompt, reliable, and accurate information to users.
  • Identify opportunities for improvement to support process.
  • Participate in projects and testing efforts related to support.
    Required Experience and Skills
    Candidates should have previous experience in user system support including outstanding
    Communication skills, strong work ethic, great attention to detail, and exceptional customer focus.
    • Fluent in written and spoken Japanese
    • A passion for customer service
    • Excellent written and verbal communication skills to ensure quality of product and service on a
    • regular basis as candidate will communicate with the customers (internal & external)
    • Prior experience in a production application support role troubleshooting, analyzing and providing
    • root cause analysis
    • Excellent interpersonal, analytical and problem solving skills
    • Strong sense of initiative and pro-activeness
    • Outstanding attention to detail
    • Strong organization and time management skills
    • Proven competence in owning tasks, follow through, sharing information, and contributing to a
    • collaborative environment
    • Proven ability to work independently, efficiently exercising good judgement under deadline(s)
    • Strong conceptual and process-focused thinking abilities
    • Resourcefulness and flexibility to adapt to Apple's changing business needs
    • Ability to work an issue from various angles, ask for help when needed, and see a problem through
    • until it is resolved
    • Must be flexible and willing to work weekends, some holidays and rotating on-call schedule
    • Mac experience
      Preferred Technical Skills
      • Experience using a user support tool that allows for two way email communication with users,
        • Categorization of issues, managing a queue, reallocating tickets etc.
        • Using an IT service management system for tracking technical support cases.
        • Using a knowledge-based articles and complete documentation on processes being monitored and managed.
          Apple Values
          • Be dependable and reliable - follow-up quickly and consistently.
          • Demonstrate a positive and approachable demeanor.
          • Actively practice teamwork, working within the Sales organization and throughout other parts of the company to achieve results.
          • Take initiative and challenge the status quo.
          • Deliver more than the customer expects.
          • Ability to deal with ambiguity.
          • Drive for results.

            Company Description:

            TalentBurst is an award winning IT, Accounting & Finance staffing firm headquartered in Boston with offices in San Francisco, Miami, Milwaukee, Toronto, Bangalore, and Gurgaon. Our clients include the leading social media, technology, banks, utilities, pharmaceutical, and biotech companies.We work with 75 of the Fortune 500 companies. Our recruiting team is one of the most successful in the industry and has a strong reputation for treating our employees well and helping you find your next dream project.BenefitsAt TalentBurst, one of our founding principles has been to provide our employees with the best benefits available. Benefits we have available include:--- Health, Dental, and Vision Plan--- 401(k) Plan--- Life Insurance--- Immigration assistance--- Credit Union Membership--- Direct Deposit--- Vacation pay (only for FTEs)

Keywords: TalentBurst, Austin , User Support Coordinator - JAPANESE (Email), Other , Austin, Texas

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