Technical Support Manager (Tokyo Based)
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Job Summary
What You Can Expect
About the Team
Responsibilities
- Leading and developing a team of Technical Support Specialists through coaching performance management and personalized career development plans
- Managing Tier 1 Tier 2 Billing and phone porting operations across Japan ensuring SLA adherence and quality standards
- Driving continuous improvement by analyzing support metrics identifying trends and implementing process enhancements with cross-functional partners
- Resolving critical customer escalations as primary point of contact ensuring swift communication and technical resolution
- Building knowledge resources and training programs to elevate team capabilities on new products technologies and troubleshooting techniques
What Were Looking For
- Bring 3 years managing customer-facing technical support teams
- Demonstrate experience in SaaS or Unified Communications environments
- Communicate clearly across technical and non-technical audiences with strong analytical and problem-solving skills
- Understand Unified Communication solutions (Cisco Microsoft Teams Zoom RingCentral or similar platforms)
- Use CRM and ticketing systems (Salesforce Jira Service Desk ServiceNow or equivalent)
- Analyze support metrics and present insights to leadership teams
- Hold Bachelors degree in Engineering Computer Science Technology or equivalent practical experience
- Apply project management methodologies or hold PMP certification (highly welcomed)
期待される役割
チームについて
職務内容
- コーチングパフォーマンス管理個別のキャリア開発計画を通じてテクニカルサポートスペシャリストのチームを率い育成する
- 日本全国の Tier 1Tier 2請求電話番号ポーティング業務を管理しSLA の遵守と品質基準を確保する
- サポート指標を分析しトレンドを特定し部門横断的なパートナーとプロセス改善を実施することで継続的な改善を推進する
- 主要な連絡窓口として重要な顧客エスカレーションを解決し迅速なコミュニケーションと技術的解決を確保する
- 新製品技術トラブルシューティング手法に関するチームの能力を向上させるための知識リソースとトレーニングプログラムを構築する
求めるスキルご経験
- 顧客対応のテクニカルサポートチームを 3 年以上管理した経験をお持ちの方
- SaaS またはユニファイドコミュニケーション環境での経験を有する方
- 技術的および非技術的な対象者に対して明確にコミュニケーションでき優れた分析力と問題解決能力を持つ方
- ユニファイドコミュニケーションソリューション(CiscoMicrosoft TeamsZoomRingCentralまたは同様のプラットフォーム)を理解している方
- CRM およびチケットシステム(SalesforceJira Service DeskServiceNowまたは同等のもの)を使用できる方
- サポート指標を分析しリーダーシップチームに洞察を提示できる方
- 工学コンピュータサイエンステクノロジーの学士号または同等の実務経験をお持ちの方
- プロジェクト管理手法を適用できるまたは PMP 認定を保有している方歓迎
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role Hybrid Remote or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness our benefits program offers a variety of perks benefits and options to help employees maintain their physical mental emotional and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise and today help people communicate better with products like Zoom Contact Center Zoom Phone Zoom Events Zoom Apps Zoom Rooms and Zoom Webinars.
Were problem-solvers working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative growth-focused environment.
Our Commitment
At Zoom we believe great work happens when people feel supported and empowered. Were committed to fair hiring practices that ensure every candidate is evaluated based on skills experience and potential. If you require an accommodation during the hiring process let us knowwere here to support you at every step.
If you need assistance navigating the interview process due to a medical disability please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests such as application follow-ups or technical issues will not be addressed.
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Zoom unifies cloud video conferencing, simple online meetings, and group messaging into one easy-to-use platform. Zoom is growing at an explosive pace by every measure – revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique cultur ... View more
