Global Product Support - Product Specialist - (Tokyo, Japan)

  • Tokyo
  • Confidential
  • 3-7 years
  • 27 Mar 2015

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description


Provide day to day functional and technical software application support to our Asia-Pacific clients

Troubleshoot software application issues

Log client reported defects in our case tracking system

Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options

Provide constant and ongoing communication with clients regarding support incidents

Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledgebase

Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high


Bachelor's degree in Mathematics, Computer Science, Finance or related degree
Experience with technical support or software application support
Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)
Analytical -- must possess the ability to understand clients' business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features
Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
Experience with one or more of the following recommended but not required: programming languages, relational databases, HTML/content development
Excellent verbal (telephone) and written communication skills and professional etiquette
Supportive team player
Flexible and adapts well to rapid change
Able to work flexible hours
Fluent in English and Japanese languages essential