Customer Support Application Specialist

About us:Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global's Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.
Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.
Summary
Accuris is looking for a high-performing Customer Support Application Specialist home-based in Japan who can speak and read Japanese and English. Support would include the complete suite of Engineering Solution products with the focus on Engineering Workbench and Goldfire. The ideal candidate will know the Windows architecture and basic infrastructure (server, storage, networks) in customer premise and public cloud environments. This role will be working with customers in our APAC region, mostly Japanese, with the home office in Tokyo, Japan.
What you will be doing
As a Customer Care Support Specialist, you will join a team in helping to provide support for Accuris products such as Engineering Workbench and Goldfire in operation, upgrades, configuration, and general usage. In this role, you will work in a multi-tier global team using our internal systems to ensure customer satisfaction and have direct customer interaction as a hands-on contributor.
Support external customers primarily in Japan, but also supporting other APAC, AMER and EMEA regions to manage, configure, upgrade, and troubleshoot products.
Take ownership of internal and external customer requests - technical, informational, change, properly diagnosing and prioritizing by severity and impact.
Work with the multiple teams to drive timely resolution of issues within accepted service levels.
Maintain strong lines of communication to internal and external customers, as well as leadership.
Telephone and web support on product navigation and usage.
Things we need
Ability to speak and read Japanese as well as English.
Solid, hands-on understanding of the Microsoft Environment (Windows Client and Server Operating Systems), IIS, Web browsers, and good knowledge of networking, Active Directory, LDAP, & MS SQL.
Strong understanding of working in customer premise and public cloud environments.
Outstanding verbal and written skills with the ability to articulate complex concepts to cross-functional technical and non-technical audiences in both Japanese and English.
Experience in enterprise-class CRM - Salesforce
Things that would be helpful, but not required
Background or exposure to troubleshooting application integration to third-party platforms through API's and SDK's.
Experience working and servicing large-scale customers in the Fortune 500 space.
Preferred experience and education
4+ years of customer-facing experience in an operational customer-facing support role.
Bachelor's degree in Computer Science or related field.
Location and Travel
Remote, Japan
This job has no travel requirements.
About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global's Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.
Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. https://accuristech.com/
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. ( https://www.spglobal.com/engineering/en/index.html )
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.