Total 177 Customer Service job vacancies in Shibuya, Tokyo

Position Summary

This position is responsible for technology leadership and operational support for the Japan debit processing technology assets.  You will be expected to work closely with the Visa product team and third-party technology managed service vendors to support all phases of the development and deployment life cycle.  In addition, you will work closely with the Visa Issuing Solutions Product Development technology team to assist in all aspects of service management and continuous service improvement. You must be willing to go beyond the routine and be prepared to do a little bit of everything.

Responsibilities

• The role will report to the US IT manager responsible for Japan Debit Issuer Processing services and will be expected to work closely with the Tokyo office IT and business teams. This role will be dotted line reporting into the Japan Product team.
• Lead technology vendor relationships for third-party technology services for Japan Debit Issuer Processing, working closely with external technology partners in all phases of the product life cycle.
• First point of contact for service management of all technology incident and problem escalations with third party technology vendors and internal Visa staff - this will require off hours work whenever needed, and the candidate is expected to be available to lead all related activities. Also, to prevent the occurrence of the same incident again, candidate will need to ensure implementation of required remediations.
• Must perform proactive activities designed to promote continuous service improvement and trouble free service operation, not only the assets at technology vendors, but also Visa assets.
• Accountable for driving contract renewals for long term technology contracts with third party vendors, coordinating with the business, and other critical functions like finance, sourcing and legal teams.
• Technical leadership and guidance to ensure best practices in all phases of the development, deployment and ongoing service management for the Japan processing assets.
• Candidate will also be expected to be a local office technology expert, and be able to provide technical consulting and advice.
• Develop a strong working relationship with Visa's internal teams to establish priorities, manage software delivery schedules and maintain ongoing service management.
• Manage technology delivery projects with third-party technology providers, reviewing and approving project deliverables.
• Candidate must review and approve technology reports from third-party technology providers and deliver critical analysis of key performance indicators.
• Comfortable working with both technical and business staff, and flexible in working on a wide variety of tasks spanning the application development life cycle, deployment and service management.
• The candidate must be a good team player and self-motivated in completing any given task with a positive attitude.
• Others:
  • Some administrative work is expected, including coordinating internal meetings as well as with vendors, receiving and directing visitors.
  • Provide backup responsibilities for local technology staff, including managing relationships with non-technology support vendors (including translators, interpreters).
  • Candidate is also expected to have a market / client focused working style, based on an understanding of the local market / client situation.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

• Support the customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
• Perform Korean language translation and proofreading where necessary.
• Respond and support Korean players issues via chat and email, including but not limited to password resets and more.
• Business hours: Shift based - 11:00-20:00/12:00-21:00 - work 40 hours a week.
• Support 365 days a year including weekends and holidays (shift work)
• Must be based anywhere in Japan.

• Business level Korean.
• Native reading and writing skills in Korean.
• Experience in translation and/or localization is appreciated.
• Passionate about the video game industry.
• Strong logical thinking.
• Customer service (nice to have) and/or video game, travel support, help desk, technical support experience within an email contact center environment.
• Able to deliver excellent customer service via email and chat.
• Able to understand games from a gamer’s perspective.
• Capable of analyzing and solving information accurately and swiftly within guidelines.
• Possesses a team player mentality.

• Collaborating with people creating innovative interactive entertainment.
• Dynamic and entrepreneurial culture.
• Video games focused environment.
• Contract Employee*Permanent employee promotion is available.
• Trial period: 3 months / No change in conditions.
• Up to 50,000 yen reimbursement or train pass.
  

Who we are:

PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW, Family of Brands

• カスタマーサービス業務のサポート、評価、監視、結果の分析、変更の実施を含むがこれに限定されない。
• 必要に応じて（JP-EN、EN-JP）の言語翻訳および校正を行う。
• チャットやメールを通じて、パスワードリセットを含むがこれに限定されないプレイヤーの問題に対応し、サポートする。
• 勤務時間：シフト制 - 11:00～20:00 / 12:00～21:00 - 週40時間、週5日勤務。
• 週末や祝日を含む365日サポート（シフト勤務）

• 日本語のネイティブレベルの読解力およびライティングスキル。
• ビジネスレベルの英語力。
• 翻訳および/またはローカライゼーションの経験があることが望ましい。
• ビデオゲーム業界への情熱。
• 強い論理的思考力。
• カスタマーサービス（あれば尚可）および/またはビデオゲーム、旅行サポート、ヘルプデスク、技術サポーの経験（メールコンタクトセンター環境での）。
• メールやチャットを通じて優れたカスタマーサービスを提供できること。
• ゲーマーの視点からゲームを理解できること。
• ガイドライン内で正確かつ迅速に情報を分析し、解決する能力。
• チームプレイヤーの精神を持つ。

• 革新的なインタラクティブエンターテインメントを創造する人々との協力。
• ダイナミックで起業家的な文化。
• ビデオゲーム中心の環境。
• 契約社員*正社員への昇進が可能。
• 試用期間：3ヶ月 / 条件変更なし。
  

Who we are:

PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW, Family of Brands

• カスタマーサービス業務のサポート、評価、監視、結果の分析、変更の実施を含むがこれに限定されない。
• 必要に応じて（JP-EN、EN-JP）の言語翻訳および校正を行う。
• チャットやメールを通じて、パスワードリセットを含むがこれに限定されないプレイヤーの問題に対応し、サポートする。
• 勤務時間：シフト制 - 11:00～20:00 / 12:00～21:00 - 週40時間、週5日勤務。
• 週末や祝日を含む365日サポート（シフト勤務）

• 日本語のネイティブレベルの読解力およびライティングスキル。
• ビジネスレベルの英語力。
• 翻訳および/またはローカライゼーションの経験があることが望ましい。
• ビデオゲーム業界への情熱。
• 強い論理的思考力。
• カスタマーサービス（あれば尚可）および/またはビデオゲーム、旅行サポート、ヘルプデスク、技術サポーの経験（メールコンタクトセンター環境での）。
• メールやチャットを通じて優れたカスタマーサービスを提供できること。
• ゲーマーの視点からゲームを理解できること。
• ガイドライン内で正確かつ迅速に情報を分析し、解決する能力。
• チームプレイヤーの精神を持つ。

• 革新的なインタラクティブエンターテインメントを創造する人々との協力。
• ダイナミックで起業家的な文化。
• ビデオゲーム中心の環境。
• 契約社員*正社員への昇進が可能。
• 試用期間：3ヶ月 / 条件変更なし。
  

Who we are:

PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW, Family of Brands

Sigma Defense is seeking a Senior Tactical Support Engineer that will provide system support services in five major areas: Tactical Software Support, Mapping, Imagery and Geospatial Information System Support, Tactical Network Administration Support, Training Support and Enhancement and Upgrade Support.

Equal Opportunity Employer/Veterans/Disabled: Sigma Defense Systems is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

• Bachelor Degree in Computer Science, Information Systems, Engineering, or other related discipline; OR Technical School Certificate related to computer systems OR the equivalent technical training with experience that aligns directly to the duties to be performed in lieu of degree for specific user units.
• Minimum of 7 years operational experience with or supporting an organization’s: navigation and mission planning techniques including preparation and check out of flight plans for aircraft weapons systems OR mission planning computer systems, communications, mission equipment, and planning techniques including preparation of unit mission plans for conduct of peacetime and wartime special operations missions.
• Specific experience in the following areas/programs depending on the assigned component:
• DoD 8570 IAT Level 2, or higher certification (IE: Security +) and other customer- specific planning & execution software applications.
• Knowledgeable with the ability to perform and provide system support services in five (5) major areas: Tactical Software Support, Mapping, Imagery and Geospatial Information System Support, Tactical Network Administration Support, Training Support and Enhancement and Upgrade Support.

Personnel Clearance Level:

• Candidate must possess an active, DoD issued TS/SCI security clearance.

Education Requirements:

• Bachelor Degree from an accredited college or university in Computer Science, Engineering or similar field of study.

Essential Job Duties (not all-inclusive):

The Senior Tactical Support Engineer shall:

• Lead, train, mentor, and supervise Mid-Level System Engineers, and support development, test, and training requirements associated with Battlefield Airman Technical Integration Support Center activities.
• Coordinate real time specific mission requirements with Government POC, Authority to Operate (ATO), STIGs and ATCs command wide, support meetings with other US Government agencies, as required, to expand capabilities and coordinate/update deployment techniques, also ensure interoperability with Special Tactics operational partners.
• Work with and support the integration of new and upcoming technologies/systems such as coordinating with USSOCOM TACLAN Program for latest technology and generating field test criteria as applicable for the assigned Special Operations Forces (SOF) Component.
• Lead strategic planning and integration group for assigned SOF Component and coordinate daily activities with unit WEPTAC offices.
• Maintain hosted TAK server(s) and ensure mission data is accurate and current SEs assess viability of equipment issued and recommends STIGs / courses of action and will provide Help Desk Tier 1, 2, and 3 Support.
• Collect, process, and analyze GIS data from diverse sources and reproject and/or process datasets out for use on multiple mapping and visualization programs. On a 28-day cycle, the Senior-Level Tactical Support Engineer will download and process NGA (National Geospatial Intelligence Agency) data to stay compliant with FAA (Federal Aviation Administration) regulations and standards as well as process, compile, create and validate Special Operations Aviation (SOA) aircraft map data, as applicable.
• Routinely provide training to home station, operational and deployed units.
• Develop and generate the training syllabus as well as assist in training of all fielded software/hardware and other mission planning components.

Salary Range: $106,000 - $152,000 annually.

• Dental and Vision Insurance
• Medical Insurance to Include HSA, FSA, and DFSA Plans
• Life and AD&D coverage
• Employee Assistance Program (EAP)
• 401(k) Plan with Company Matching Contributions
• 160 Hours of Paid Time Off (PTO) with Carry-Over up to 240 hours
• 12 (Floating) Holidays
• Educational Assistance
• Highly Competitive Salary

We are looking for a Customer Support Specialist to join the Square Japan Customer Success team. The Customer Success team works with Square customers by phone and email to solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Time is the most precious resource for business owners and consumers, with every minute spent struggling to answer questions being time that could be used to bring about economic change for themselves and their communities. As Customer Support Associates, you will blend technology and human interaction to provide an effortless experience so Square Japan customers can quickly get back to doing what they do best. Reporting to the Lead, Customer Success, you'll support our diverse Square customer base across Japan.

This role can be worked remotely from anywhere in Japan or work hybrid with our office in Tokyo. We are recruiting for multiple candidates for this role.

You will:

• Spend the majority of your day (up to 80% of your shift) working with Square sellers by handling inbound phone inquiries
• Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
• Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests
• Analyse trends in customer issues and suggest improvement ideas and plans
• Work with internal Square team members and our Square Japan sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning
• Hours of work is 9am-6pm, which can include a mix of weekends and public holidays to support our Square Japan sellers

Title: Business Development Executive (Individual Contributor role)

Remote: Anywhere in Japan

Line of Business: Sales, Player Support

Salary: Attractive base salary + Bonus / Incentives

Overview
PTW Japan is looking for a Business Development Executive to develop relationships and grow new business revenue within the video games industry, specifically Player Support in Japan. This individual will be a dynamic and highly motivated sales individual, who will create and cultivate and build long term relationships with new Video Games clients, close new business, liaise with decision makers, negotiate service contracts and manage client relationships.
This position is perfect for an engaging, personable, enthusiastic and results-orientated individual, with a passion for video games and helping developers through post and pre-production services. Growth will be driven through growing and managing relationships with a dedicated client base through creative solutions matching to developers needs. The successful candidate will have a track record of exceeding KPI’s through growing relationships. You will report into the Head of Sales for Japan.

What you’ll be doing

• Generating new business / large video game business across Japan, focusing on player/customer support and community management solutions.
• Creating a client base through content lead outreach campaigns and develop and execute contact strategies including cold calling, social and business networking.
• Developing a partnerships strategy in partnership with other key stakeholders in the business and attending client meetings, presentations, trade shows, etc.
• Managing the full sales cycle from prospecting to closing and working collaboratively with the delivery teams to creative effective solutions for each new client.
• Identify new prospective clients, and develop and execute sales development strategies for these and develop net-new business sales to agreed sales targets
• Qualify all sales leads, provide value/benefit assessments, and generate plans to close, and work with the service delivery teams to create quotations for new and existing customers.
• Act as Key Account Manager for selected clients, managing the relationship with the client, review meetings and participating in the communications with the client and handing over to our Client Partnership Management team

What we’re looking for

• Experience selling customer services, outsourcing services, or adjacent services - ideally player support, community, and related tech products and services to different stakeholders at all levels of target organizations
• Knowledge of Player/Customer Support Management either within business development, account management or operations with a large network of Player Support contacts in the gaming industry.
• Refined communication skills across all communication channels with the proven ability to work largely unaided in detecting, qualifying, and closing new business.
• Excellent problem-solving, analytical skills with strong experience with spreadsheets, word processing, and sales CRM tools.
• Business-level English (spoken, reading and written), with Japanese language fluency
• Effective time management and must be comfortable working at senior executive contact levels.
• Must be self-motivated and able to operate in a remote environment whilst traveling when required.
• Must have dedicated workspace if working from home.
• Experience managing a revenue pipeline with excellent presentation, communication, and interpersonal skills.
• Ability to forecast opportunities, be self-motivated, organized, with a passion for gaming.
• A network of gaming industry contacts would be valuable.
• An organized individual with a passion for gaming is advantageous.

• Working with people creating cutting edge interactive entertainment
• OTE with % based commission package
• Video games focused environment
• The opportunity to work with video games pioneers creating cutting edge interactive entertainment

Who we are

PTW is a provider of services company that provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 42 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW

• Support the customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
• Perform Korean language translation and proofreading where necessary.
• Respond and support Korean players issues via chat and email, including but not limited to password resets and more.
• Business hours: Shift based - 11:00-20:00/12:00-21:00
• Support 365 days a year including weekends and holidays (shift work)

• Fluent reading and writing skills in English.
• Native reading and writing skills in Korean.
• Experience in translation and/or localization is appreciated.
• Passionate about the video game industry.
• Strong logical thinking.
• Customer service (nice to have) and/or video game, travel support, help desk, technical support experience within an email contact center environment.
• Able to deliver excellent customer service via email and chat.
• Able to understand games from a gamer’s perspective.
• Capable of analyzing and solving information accurately and swiftly within guidelines.
• Possesses a team player mentality.

• Collaborating with people creating innovative interactive entertainment.
• Dynamic and entrepreneurial culture.
• Video games focused environment.
• Contract Employee*Permanent employee promotion is available.
• Trial period: 3 months / No change in conditions.
• Up to 50,000 yen reimbursement or train pass.
  

Who we are:

PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW, Family of Brands

• Support the customer service operations including but not limited to evaluating, monitoring, analysing of results, and implementing any changes.
• Perform Korean language translation and proofreading where necessary.
• Respond and support Korean players issues via chat and email, including but not limited to password resets and more.
• Business hours: Shift based - 11:00-20:00/12:00-21:00
• Support 365 days a year including weekends and holidays (shift work)

• Fluent reading and writing skills in English.
• Native reading and writing skills in Korean.
• Experience in translation and/or localization is appreciated.
• Passionate about the video game industry.
• Strong logical thinking.
• Customer service (nice to have) and/or video game, travel support, help desk, technical support experience within an email contact center environment.
• Able to deliver excellent customer service via email and chat.
• Able to understand games from a gamer’s perspective.
• Capable of analyzing and solving information accurately and swiftly within guidelines.
• Possesses a team player mentality.

• Collaborating with people creating innovative interactive entertainment.
• Dynamic and entrepreneurial culture.
• Video games focused environment.
• Contract Employee*Permanent employee promotion is available.
• Trial period: 3 months / No change in conditions.
• Up to 50,000 yen reimbursement or train pass.
  

Who we are:

PTW is a provides custom solutions worldwide. We believe in accelerating innovation across the globe. We started more than 25 years ago and since then, have grown exponentially year-on-year to who we are today. Our history is in gaming, and we are still gamers at heart. In our time within the games industry, we have worked on over 1,500 titles across all genres and all platforms.

We have grown rapidly over the past few years and now have 16 sites spanning the globe. The PTW umbrella of companies includes SIDE, 1518, OR Esports, and Entalize. SIDE works at the cutting edge of interactive media as a provider of audio services for the global entertainment market. 1518 is known industry wide for world-class art and is also our in-house game and product development studio.

Basically, anywhere in the world, any platform, any genre, we can help come up with a custom solution to make games run better, get to market faster, and enhance the lives of more players.

In summary, we connect and bring fun to the world.

Welcome to PTW, Family of Brands

Wolt is a Finnish technology company founded in 2014 with a mission to transform the way people can order food from restaurants. Wolt has since grown rapidly and expanded to new areas ranging from retail, groceries, and broader retail to running our own grocery stores. While doing this, we’ve become a truly global company, currently operating in 23 countries and 250 cities, servicing over 15M registered users - and this is only the beginning.
 

What you’ll be doing

• Working as a member of the Global IT Support team reporting to the IT Support Lead

• Helping with the coordination and operation of the local IT logistics (incl. local IT asset management) across our Japan offices

• Maintaining devices including employee devices, meeting rooms, printers etc

• Supporting local end-users with IT issues

• Taking the initiative to increase efficiency by automating tasks together with our automation engineers

• Building great relationships with the team members to ensure smooth collaboration when there are system changes and actions required from team members

• Handling mobile subscriptions for employees

• Providing support for customers via phone, email, chat to ease their experience on the platform, answer questions, and provide consultative assistance
• Take appropriate steps to listen, understand, and engage with the customer to find solutions and communicate options
• Developing a comprehensive understanding of the EcoVadis platform, processes, and practices to ensure quality assistance with incoming customer queries; continuous learning is necessary as we expand service offerings and make improvements
• Understanding and communicating industry best practices and the evolution of EcoVadis product, platform functionality, methodology, and administrative services integral to the customer's success
• Capturing internal and customer-sourced insights, then proactively reporting and contributing as necessary with the Team Leader, Management, and other EcoVadis BUs to bridge gaps that may exist between customer expectations and participation
• Additional responsibilities related to the function may be required

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

Team Summary

Client Services provides industry-leading operational support to our clients around the world. The team is responsible for critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

We are trusted partners to our clients, providing expertise to support and successfully grow their business.

Client Operations team in Client Services Japan is a newly created and established team, which works with issuers and acquirers to deliver services and optimize their operations. We also work with other Visa internal partners to provide services to all clients in Japan. We simplify and streamline point of contact interface for similarly natured client inquiries, and centralize knowledge repository, especially on Visa rules, compliance, Visa Business News and Pricing, etc. for issuers and acquirers in Japan.

What a Client Operations Analyst does at Visa:

You will be in the front-line supporting our clients as an operational SME and achieve a high level of client satisfaction.

• Handle inquiries from clients in Japan via e-mail and phone on Visa Rules, Compliance matters, Visa Business News as well as client onboarding and Global Operating Certificates
• Track client inquiries through to closure.
• Translate inquiries from Japanese to English or vice versa when necessary.
• Collaborate with internal partners within Visa for cases that cannot be solved immediately based on available information.
• Manage client expectations on time to solve an issue and provide interim updates
• Show strong understanding to client’s concerns and complaints and share the insights with the team
• Escalate urgent and outstanding issues promptly
• Support maintenance of knowledge repository and processes improvement
• Be actively involved in and support market strategies
• Stay up to date with industry and client trends and maintain a strong knowledge of Visa products and Visa services
• Support administrative matters such as meeting organizing, material preparation, contacts to clients, etc.

Why this is important to Visa

This team serves as a single contact point for Visa Japanese clients on operational queries. You will be responsible for supporting our clients across issuers, merchants, and acquirers effectively by bridging the gap between global rules and local market needs, and problem-solving for complex situations.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.