Implementation & Support Consultant / インプリメンテーション＆サポートコンサルタント

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A Support Consultant – is specifically responsible for the 2nd Level support & education of the product suite and associated interfaces in your region.

An Implementation Consultant – is specifically responsible for the installation, education and project management of the product suite and associated interfaces in your region.

RESPONSIBILITIES:

Support & Implementation:

- Work with the global support system and responsible for 2nd level support of your product suite to the customer.
- Responsible for the entry, tracking and management of all incoming support calls.
- Responsible for managing project timelines for the product suite installations.
- Submit timely and accurate project status and other required reporting via current communication method.
- Participate in quality assurance of new product and/or version release software when required.
- Ensure familiarity with new releases as they become available.
- Train the concepts and procedures of the product suite systems support to the support team in your region.
- Be familiar with and adhere to the latest configuration, installation, training and support standards and procedures.
- Assist in configuring, installing, training and supporting the product suites and associated interfaces for selected strategic projects when required.
- Troubleshoot the technical installation/support of the product.
- Liaise with subject matter experts in the regional office on client requests for enhancements & development.
- Act as consultant for clients in the field of systems support.
- Work with the support teams to ensure service level requirements are exceeded.
- Work with the customers to ensure that contractual service expectations are exceeded.
- Work with the Product Manager & Support Consultants to ensure service level requirements are exceeded.

- Obtain and retain certification in:
- Major Account accreditation
- Current application version
- Necessary SQL, Oracle and technical skills

REQUIREMENTS:

- Minimum three years experience installing/configuring/supporting software products in the Asia Pacific region.
- Minimum two years management experience OR Degree in a Technical, Hospitality or Business field
- Previous training experience in the area of customer support.
- Knowledge of Front Office Management systems and procedures
- Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint.
- Familiarity with NT Operating System, Windows 2000, AIX, Oracle SQL and PC Anywhere.
- Basic working knowledge of Networks, PC’s and troubleshooting installation issues.
- Project Management skills.
- Presentation skills.
- Superior communication skills, written and verbal – Japanese & English
- A self-starter with initiative, drive and strong desire to succeed.
- Flexibility with people and time.

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