Client Services Representative (Tokyo) – TechOps Support

The Client Services Representative (CSR) employees provide support for the users on the TransPerfect Interactive platforms. CSRs are responsible for performing, at the direction and discretion of the Manager of Client Services, User Acceptance Testing (UAT) of new features and functions of the application completed by the development team, and as a member of the TechOps team.

Description:

• Provide customer support for clients and their users (different countries and regions) on the GlobalLink products supported by the TechOps team.

• Handles various Virtual Data Room projects, GL Portal translation projects, and various technology products taking place by all of our clients and internal employees.

• Provides solutions to clients that are in need of Virtual Data Rooms, Translation projects, and various technology products.

• Conduct online/on-site demo prior to the kick off of the projects.

• Manage the individual projects on the TransPerfect Interactive applications, including:

o working with client administrators in the creation of the products

o training end users on using the products

o working closely with the site administrators on the ongoing upkeep and management of the products

• Provide telephone and online support for users of Virtual Data Room, Translation Projects, and various technology products.

• Identify and qualify customer support issues that can be resolved via escalation and/or enhancement requests or bug fixes to the systems

• Create demo videos and user guides for current users of our products

• Responsible for performing User Acceptance Testing (UAT) of application new features and functions

  • Work as part of a global support team with teammates located in New York, Portland, London, Manchester, Barcelona, and Tokyo offices

• Identify and qualify customer support issues that can be resolved via escalation and/or enhancement requests or bug fixes to the system

• Complete all other tasks that are deemed appropriate for your role and assigned by your manager/supervisor

Interview Process

• HR interview => Office interview with the local team => Fina interview (online)

Compensation & Benefits

• Annual salary (4.0M JPY + Performance-based bonus upon successful completion of the 6-month probationary period.)

• Full social insurance coverage

• Transportation allowance (up to JPY 30,000 per month)

Working Hours & Holidays

• [Training period ]Monday to Friday, 8 working hours between 9:00 AM and 7:00 PM, plus a 1-hour break

• [After training] Working holidays and weekends (for weekend or holiday coverage, you will receive a comp day)

• 2 days off per week

• Paid leave (15 days in the first year), birthday leave, bereavement leave, childcare leave, and sick leave

Employment Type

• Fixed-term contract in the first year (including a 6-month probation period), with the possibility of transitioning to a permanent position from the second year upon mutual agreement

• During the contract period, salary, social insurance, and paid leave are equivalent to those of permanent employees

Others

• Non-smoking office

• Office location: Nishi-Shinjuku, Tokyo, Japan

• Annual health check-up (once per year)

• Free drinks (water, tea, coffee, juice, soup, etc.) and snacks available in the break room

• Fresh fruit provided twice a month

• Annual volunteer hiking event, as well as seasonal employee engagement events

• Minimum Bachelor’s Degree from a 4-year college or university.

• Experience in customer service.

• Superior written and spoken communication skills in English.

• Proficiency in Microsoft Office (Word, Excel, Outlook).

• Experience with Adobe applications including Acrobat Professional, Reader and Distiller.

• Proficient with Windows Operating systems XP and higher.

• Must be able to multitask in a fast-paced environment, work well with people from a variety of backgrounds and cultures, build relationships with clients and co-workers, work independently and as part of a team, take active measures to solve problems and commit to a high level of service.

• Additional language skills, such as Chinese, Korean, or Japanese, are a plus.