Job Requirements

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).

Additional Details

Essential Knowledge, Skills, Abilities, and Background
• 2-3 years experience in Internet technologies and operation (PHP, MySQL, XML, HTML, CSS, SOAP), Relational Database Management Systems (MySQL), and call center technology
• Exposure to software development, debugging, documentation, and troubleshooting
• Exposure to programming, ideally in some c-like language
• Ability to manage challenging customer interactions
• Strong logic, reasoning, and math skills
• Proven ability to manage priorities
• Exceptional communication skills: ability to accurately and precisely communicate instructions, steps, seek information from clients and empathize both verbally and in writing: Must have technical writing capabilities
• Native Level Japanese language skills ( Written , Spoken ) as well as Strong Business Level English language ( Written , Spoken ) skills are required

Preferred skills, abilities, and background
• Experience with CRM, SFA, MA or Customers Service applications a plus
• Superior RightNow product knowledge and hands on product experience a plus
• Security clearance
You will be responsible for fostering continual improvement of the customer experience, setting and maintaining high standards of performance and ensuring timely delivery with the greatest possible quality while maintaining customer data security.
As a global company, our technical support team is a 24x7 operation. This role requires shift work or occasional work during non-standard business hours, coverage during public holidays, and possibly travel.
Essential Duties and Responsibilities
• Provide break/fix technical support by responding to and following up, via CX and phone, on technical issues reported by our clients
• Ensure customers are satisfied with RightNow products and services by providing Radical Customer Care
• Maintain high customer satisfaction results on individual agent surveys
• Meet Service Level Objectives for specific Customer Care Support package goals
• Provide expert guidance and recommendations to ensure our customers’ success
• Advise clients of RightNow best practices
• Encourage customers to maintain release on most current product version
• Work with RightNow and customer project managers as needed on client technical issues to ensure implementation milestones and best practices are achieved
• Work with Cloud Operations, Professional Services, Sales and Development groups to meet customer needs
• Help maintain and improve internal and customer facing knowledgebase