Offer summary

Qualifications:

Experience in a similar customer-facing role, Proficiency in SQL and ability to write SQL queries, Strong problem-solving skills with a focus on customer satisfaction, Ability to lead IT calls and configure SSO and User Provisioning..

Key responsibilities:

Support customers by addressing queries and troubleshooting technical issues

Build a repository of resources and become an expert on the platform

Conduct IT calls with customers' technical teams for configuration

Share insights with the Product team to improve customer experience.

Job description

About The Role

As a Technical Consultant you'll be supporting one of our strategic partners, your role involves supporting customers by addressing queries and troubleshooting technical issues. You will also build a repository of resources and become an expert on our platform. Additionally, you will represent the Voice of the Customer, sharing insights with the Product team for continual improvement. Your responsibilities will include conducting IT calls with customers' technical teams to configure Single Sign-On and User Provisioning, address queries, and identify issue trends.
This is a permanent work from home position based in Japan.

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同様の職種または顧客対応の職種での経験
SQLの使用経験およびSQLクエリの作成経験
顧客からの問い合わせに対し、プロフェッショナルかつ迅速に対応できる能力
顧客からの問題における傾向を特定し、チーム全体で知識を共有した経験
顧客の技術チームとITコールを主導し、SSOおよびユーザープロビジョニングの設定・構成を行う能力
共感を持ってコミュニケーションを取り、問題解決に導くことで、最高水準のサポートを提供できる能力
Workvivoの機能と活用方法について顧客にサポートとガイダンスを提供し、高い価値を引き出す能力
顧客の質問を先回りして予測し、信頼を築くために積極的に行動できる能力

Experience in a similar role or customer-facing role
Experience with SQL and experience writing SQL queries
Able to resolve customer queries in a professional and timely manner
Experience with identifying trends in customer issues and knowledge-sharing with the wider team
Able to lead IT calls with our customers' technical teams to set up and configure SSO & User Provisioning
Be able to provide best in class support by communicating with empathy to drive issues to resolution
Be able to provide support and guidance to customers on the platform features and capabilities to drive high value
Be able to work proactively, anticipating customer questions and building trust

Why us?

WHAT YOU GET IN RETURN:

Fully Remote work based in Japan
A competitive salary
Benefits
Equipment provided
The opportunity for professional growth.  
Autonomy and Responsibility
A chance to work with a global team and a scaling company

OUR RECRUITMENT PROCESS

45 min Teams interview with the Recruitment Team
Language test if applicable to the role
45 min Teams interview with the Hiring Team
45 min Teams values interview with Senior Leadership

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About us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

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