Japanese Customer Technical Support Representative
Clarivate (Malaysia) Sdn Bhd
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RM 6000 - RM 8000
Bayan Baru
Full-Time
Job Description
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.
Company Benefits
Fun & Engaging Team!
Our team is fun, happy and energized! We practice open communication, healthy team work environment!
Global Exposure
You would learn about global exposure if you join us! You are in the trending industry like Data Analytics and Life Sciences!
Awesome Medical Benefits
Excellent medical benefits all for employees!
Awesome Type of Leaves
We recognize >17 local and regional public holidays! We recognize hard work - we have replacement holidays too! Women get 3 months maternity and more!
Attractive Remuneration
We provide attractive packages for the best hire! We provide extra 3% EPF contribution to all!
Additional Info
Experience Level
1 - 15 Years of Experience
Job Specialisation
Customer Service
Company Profile
Clarivate (Malaysia) Sdn Bhd
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 CPA. 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 8,500 colleagues in 40 countries and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the tickers NYSE: CLVT.
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.
Japanese Customer Technical Support Representative
Clarivate (Malaysia) Sdn BhdRM 6000 - RM 8000
Bayan Baru
Full-Time
This job is no longer available