Bilingual CRMCRC Application Support Specialist

• Provide daily local support (technical & functional) to users in Japan for CRM & CRC (Customer relation center) systems
  
• In the framework of releases participate to enhancements analysis testing and implementation with supporting users testing
  
• Implement applications with HQ to enhance customer engagement experience
  

• Communicate with business (manager/leader)
  
• Prioritize each issues with business team then propose workaround
  
• Issue analysis following priority
  
• Monitoring support SLA and submit management reports regularly
  
• Raise to HQ IT team and coordination in some cases
  

• Confirm release overall (scope/duration/brand involvement)
  
• Communicate to local business team to arrange release user test
  
• Set up user test (location machine environment and data etc..)
  
• Coordinate user test and manage test progress and issues.
  

• Following up incident resolution and releases
  
• Support the business in communicating with Global team
  

• Support HQ project team to implement applications to local
  
• Work with business users to validate the applications and execute UAT and training
  
• Closely coordinate with HQ in each phase of project and manage deliverables
  

• Summarize issue types and creating troubleshooting manual
  
• Create system introduction and operating manual
  
• Share and explain the system information to related teams for business users support
  

Requirements

• Strong communication skill (business requirement/project coordination experience)
  
• Strong Problem solving skill
  
• Good understanding of basic business applications (retail application is a plus)
  
• Strong ownership of tasks
  
• Business level of Japanese and English language skills (should manage Email confcall. And sometimes go business trip to HQ (or other regions))
  
• CRM application knowledge
  
• Telephone system knowledge
  
• CRM application support and maintenance experience (Salesforce is a plus)
  
• SAP implementation experience (Plus)
  
• Telephone application system implementation experience (Plus)
  
• iOS app implementation or MDM operation experience (Plus)
  

• Provide daily local support (technical & functional) to users in Japan for CRM & CRC (Customer relation center) systems
  
• In the framework of releases, participate to enhancements analysis, testing and implementation with supporting users testing
  
• Implement applications with HQ to enhance customer engagement experience
  

• Communicate with business (manager/leader)
  
• Prioritize each issues with business team, then propose workaround
  
• Issue analysis following priority
  
• Monitoring support SLA and submit management reports regularly
  
• Raise to HQ IT team and coordination in some cases
  

• Confirm release overall (scope/duration/brand involvement)
  
• Communicate to local business team to arrange release user test
  
• Set up user test (location, machine environment and data etc..)
  
• Coordinate user test and manage test progress and issues.
  

• Following up incident resolution and releases
  
• Support the business in communicating with Global team
  

• Support HQ project team to implement applications to local
  
• Work with business users to validate the applications and execute UAT and training
  
• Closely coordinate with HQ in each phase of project and manage deliverables
  

• Summarize issue types and creating troubleshooting manual
  
• Create system introduction and operating manual
  
• Share and explain the system information to related teams for business users support
  

Requirements

• Strong communication skill (business requirement/project coordination experience)
  
• Strong Problem solving skill
  
• Good understanding of basic business applications (retail application is a plus)
  
• Strong ownership of tasks
  
• Business level of Japanese and English language skills (should manage E-mail, conf-call. And sometimes go business trip to HQ (or other regions))
  
• CRM application knowledge
  
• Telephone system knowledge
  
• CRM application support and maintenance experience (Salesforce is a plus)
  
• SAP implementation experience (Plus)
  
• Telephone application system implementation experience (Plus)
  
• iOS app implementation or MDM operation experience (Plus)