Customer Support Specialist at Zuora
Zuora is a SaaS company and the world’s foremost evangelist of the Subscription Economy®. Zuora’s leading subscription relationship management platform helps enable businesses in any industry to launch or shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, open new revenue streams, and disrupt market segments to gain competitive advantage. Zuora serves more than 800 companies around the world in every industry. The Subscription Economy Index (SEI) demonstrates that SEI companies are growing revenues approximately nine times faster than the S&P 500. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Denver, San Francisco, London, Paris, Beijing, Sydney and Tokyo.
We are looking for an Customer Support Specialist in our Tokyo location to join our Customer Support Services & Community Team, recipient of four Stevie Awards which recognize the accomplishments and contributions of companies and business people worldwide:
2017 Gold Winner Customer Service & Contact Center Department of the Year
2016 APAC Silver Customer Service Department of the Year
2016 Silver Stevie Award for Innovation in Customer Service Management, Planning & Practice - Computer Industries
The Customer Support Specialist is tasked with providing support and solutions to issues reported by customers for Zuora products. Our ideal candidate possesses a strong technical background, is a detailed documenter and a masterful troubleshooter. In today’s ever-changing social landscape, we need someone who’s up-to-date on the latest and greatest subscription billing services and platforms, able to troubleshoot complex software applications, and is an excellent communicator via email or over the phone.
Our vision is simple, provide our customers the solutions they need, before they know they need them. You will be challenged on a daily basis to understand our customers’ use cases and provide the best solutions - the learning will never stop! Our management team grows and motivates individuals through coaching and mentoring, creating a rewarding and challenging work atmosphere.
Come join our subscription revolution!
What would you do all day?
Work closely with sales, engineering, product management and consulting services organization to guarantee highest level of customer satisfaction. Analyze, track and resolve customer issues in a prompt manner to ensure we provide optimal solutions. Provide engineering and product management use cases on behalf of customers to continuously improve product functionality. Handle sensitive escalation issues ensuring we accurately prioritise based on severity and customer impact. Maintain product knowledge of new functionality and compliance changes. Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance.
You will document solutions into Community articles, leveraging both configuration, customization, and integration. Participation in 24/7 global coverage plan, including weekend on-call and holiday coverage is required.
It's essential that you have....
BA/BS/MS (or equivalent) in a related discipline
Japanese – Native Level and English - Intermediate Level (Can understand business presentations and speak at internal / external meetings or teleconferences)
A minimum of 2 - 5 years of proven success in a billing or financial enterprise application support and customer service (experience with SaaS would be awesome!)
Strong positive attitude able to overcome adversity. Be a creative, driven and assertive team member always looking for ways to drive improved service and greater operational efficiencies and performance.
Ability to work independently in a globally distributed team environment, liaising with on-site teams and customers to meet or exceed customer’s requirements.
A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
It would be really nice if you had....