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Japanese Customer Technical Support Representative

Customer Service
Full-Time
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Bayan Baru, Penang

About The Job

Reporting to the Manager of Customer Support you will be responsible for the following: 

The Customer Technical Support (CTS) Representative provides technical support of Clarivate Analytics Intellectual Property & Science products to our present and potential customers. This involves staffing the Customer Technical Support Desk as assigned and answering customer questions. He/She fully documents each case, working in a call centre environment, following established CTS processes within the service level agreement. 

To meet this goal, in-depth knowledge of web product delivery, architecture, software and middleware, computers, network operating systems, network architecture/infrastructure is important. In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the patent/literature scholarly process and the drug development process would be helpful. He/She facilitates an effective and efficient work flow through the CTS department, working closely with the Manager. 

This position provides customers’ input to several departments, among them, Sales and Marketing, Product Development, Project Management, Production, Development & Quality Control, Electronic Product Systems, and Customer Services. She/he tests new and upgraded products and discusses testing results and edits all support documentation. 

Job Requirements

PRIMARY REQUIREMENT 

  • Knowledge of database searching and analysis functions, electronic publishing and literature scholarly process. 
  • Strong oral and written technical and interpersonal communication skills in Japanese, with experience in customer facing roles 
  • Fluency in English especially in technical information writing 
  • Excellent customer service skills with good analytical and problem-solving skills 
  • Ability to interact effectively with other technical and non-technical resources 
  • Knowledge on Service Level Agreements (SLAs) & Call Center Metrics 
  • Adaptability to work in multicultural environment, i.e., collaborating with peers across various countries 
  • Proficient in current technologies to include Windows based operating systems and web browsers; data transmission methods such as DSL, Cable, Wireless; Network, Internet Technologies; TCP/IP and security protocols such as HTTP, SSL, DNS, WEP; mobile device/application support. 
  • Previous experience in a telephonic, helpdesk, or personal customer contact position is preferred 
  • Knowledge on Clarivate Analytics products and services including EndNote/ ScholarOne / Publons is an added advantage 
 
SECONDARY REQUIREMENT 

  • Usage of Knowledgebase and CRM in day to day work 
  • Ability to troubleshoot technical problems 
  • Experience with database technologies such as SQL and associated scripts a plus. 
 
Education 
 
Bachelor's degree or higher in Intellectual Property, Life Sciences, Scholarly Research (librarian), Computer Sciences or equivalent experience 

Experience
 
 
Min 2-3 year experience providing product support directly with external clients. 

Our Culture

WORLD-CLASS GBC

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  

PROVIDE INSIGHTS AND ANALYTICS

Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
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