Install and Customer Service Specialist

募集要項

As the Installation and Licensing, Customer Service Specialist you will be required to understand and perform all aspects of installation and licensing support, including Customer Service, related to the normal day to day requests of MathWorks customers via phones, email, and Web.

You must have working knowledge of Windows, Linux, and Mac operating systems and the aptitude to learn our software license manager (FLEXnet) and licensing model. Daily responsibilities will include: troubleshooting and resolving customers' installation issues, and explaining our licensing model. Project work will also be required. 

You will be interacting with our Development, Customer Service, and Technical Support Groups by playing a key role in advising and implementing changes to our license model and installation process. 

仕事内容

Install Support and Customer Service  - The majority of time will be spent servicing both internal and external customer requests via the phone, email and web. Must be resourceful, display excellent decision-making, problem solving and conflict resolution skills, and show a proper amount of empathy for our customers. Must also be a champion for our customers. This person will have direct supervision, but should be able to work independently.

Project related activities- Projects will be assigned based on individual's career objectives and departmental needs. They will be responsible for: identifying and implementing ideas for process and policy improvements; writing and reviewing solutions; and participating on cross-functional teams and pursuing their career objectives.

必須の資格

• A bachelor's degree and 1 year of professional work experience (or equivalent experience) is required.

その他の資格

Required Skills

• Bachelors in Computer Science or Engineering is a plus
• 1-3 years Customer Service, Installation Support or Technical Support experience (Phone In Support)
• Working knowledge of at least one of those areas such as Networking(TCP/IP) or License Management with OS knowledge (Linux, Windows, or Mac)
• Demonstrated problem solving skills 
• Strong verbal and written communication skills in both Japanese and English
• Strong prioritization skill and well organized
• Excellent decision making skills 
• Follow through on tasks to completion 
• Ability to identify and implement process and policy improvements 
• Strong customer service skills 
• Business level English (Minimum TOEIC score 700)