Mobile Analyst Support
Tokyo, Japan

Work as a member of the STS Cisco Mobile Support team to participate in continuous customer service, timely case management, maintain, improve and refine STS process and procedures, as well as maintain and improve all aspects of reporting.

Duties include

• Interact with the STS Mobile support team lead and Tier 3 support team to continually raise the level of service to the Cisco client as well as our carrier partners. Continuously provide timely and efficient case management as well as escalation support. Be able to communicate clearly and effectively verbally as well as with written communications. Provide value added discussion in team meetings as well as suggestions for continuous process improvements. Troubleshoot basic equipment problems. Must speak, read, and write fluently in English and Japanese.

• Minimum of 1 year hardware provisioning experience. I.E. New Activations, Deactivations, Corporate conversions, Local Number Portability, General Service Inquiries, and Mobile mail account creation.
• Advanced knowledge of case management tools, I.e. Clarify, Remedy, etc.
• Intermediate knowledge of Microsoft Office Applications, I.e. Outlook, Word, Excel
• 2 years experience supporting a Fortune 500 company as a Vendor.
• Experience dealing with unsatisfied clients and ability to manage tense situations.
• Excellent organizational communication and customer service skills as applicable in a very fast paced environment.
• Professional flexibility and reliability coupled with an ability to work with a high degree of responsibility.
• 1 year experience with Mobile carriers.
• Ability to manage client escalations effectively
• Demonstrated ability to analyze, troubleshoot, and resolved issues of varying complexity with minimal supervision.
• Read, Write, and Speak clearly in English and Japanese.

• BS/BA (or equivalent work experience).
• 2+ years experience in a customer service and/or sales role.
• Working Knowledge of GSM mobile phones.
• Excellent written and verbal communications skills.