Technical Support Specialist Engineer

il y a 3 semaines

SaintPriest, France Zendesk Temps plein

**Job Description**:
Who we're looking for:

- Someone who takes ownership of customer issues through resolution, are empathetic, adaptable, resourceful, and see the support experience through our customer's eyes.
- Proficiency in reading, writing and speaking Japanese and English especially in a business context. JLPT N1-N3 certification or an advance literacy in Kanji is preferred.
- Good interpersonal, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers
- A good sense of urgency and flexibility, ability to work within deadlines and timelines
- Ability to empower end-users to support themselves using our knowledge base.
- A passion for social media or web-based software
- An appreciation for easy to use, intuitive software
- Ability to evaluate, tackle, and follow-up on customer issues as well as replicate and document for further escalation.
- A desire to learn, master and guide.

Experience/Skills Desired (but not required):

- Basic knowledge of various mobile platforms; iOS, Android, Windows Phone, Blackberry
- At least three years of technical support experience
- At least three years in a customer service role
- Knowledge of HTML, XML, JavaScript or CSS
- Experience with RESTful API
- Basic understanding of UNIX commands (for search, and other command line features)
- Intermediate understanding of authentication technology (SAML, JWT)
- Basic understanding of how SaaS integrations work
- Experience troubleshooting in a SaaS environment with an assertive deploy schedule

Zendeskでは、メール、電話、チャット、コミュニティフォーラムやソーシャルメディアを含む様々なチャネルにて顧客とのコミュニケーションでのサポートの提供にて活躍、成長できるサポートのプロフェッショナルを募集しております。この業務では、日本のお客様へのサポートが主となりますので、日英バイリンガルで両言語にてスピーキング、読み書きが流暢であることが求められます。製品の高いトラブルシューティングスキルをお持ちの方、積極的な顧客へのサポートの提供が可能な方、新製品、機能を表面から内部まで学ぶことができるような方が活躍できるような仕事内容となっています。

必須事項
- 顧客目線でのサポートエクスペリエンスを考え、抱えられている問題を主導してパーソナライズされたサポートを提供できること
- ビジネスに特化した日本語、英語の読み書き、スピーキングの流暢さ
- 技術的な内容に詳しくない顧客とのコミュニケーションにて的確な用語、説明方法を用いて、状況に合わせ文面、口頭での簡潔にコミュニケーションできる能力
- 緊急性等の切り分け、対応ができる、締め切り、タイムライン内での仕事が可能
- 弊社のナレッジを利用した、自己解決を促進するサポート、顧客教育
- ウェブベースのソフトウェア、ソーシャルメディアへの強い興味、関心
- 直感的で、簡単に利用ができるソフトウェアが好きで深い認識を持ってい
- 顧客からのお問い合わせに対して正確に問題の認識、解決、フォローアップができる能力、事象再現、文章化し的確にエスカレーションができる能力
- 常に学び、マスターし、その知識を他の人と共有する姿勢

経験/歓迎スキル(必須ではないが、あればプラス）
- 様々なモバイルプラットフォームの基本知識：iOS, Android, Windows phone, Blackberry
- 3年以上のテクニカルサポートの経験
- 3年以上のカスタマーサポートの経験
- HTML、XML、JavaScriptやCSSに関する知識
- RESTful APIの知識、経験
- UNIXコマンドの基本理解
- 認証技術に関する中級理解（SAML,JWT)
- SaaSの連携に関する基本理解アサーティブデプロイによるSaaSの環境でのトラブルシューティングの経験

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences — and we stick with it in our workplace. Over 6,000 employees worldwide have the flexibility and trust to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are conside

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