Purpose

The HUB engineer is responsible for duties such as translation, responding to HUB service requests (SRs), escalating SRs as appropriate, responding to incoming phone calls, monitoring specific queues and processing exceptions to the process. This role is the first line of communication between customers and support.

Scope

• Responds to all incoming calls, from both external and internal customers
• Helps identify customer needs then facilitates engagement of internal resources to ensure customer success
• Monitors queues for exceptions and assignments
• Routes technical service requests and ensures follow-up
• Works with GRID engineers to facilitate the resolution of customer issues
• Provides on-going communication of support process and procedure information to both internal and external customers
• Facilitates escalation services as necessary
• Trains customers on the use of our self-service tools
• Shares knowledge with other members of the team (local and global) and provides training if necessary
• Resolves self-service tool issues, working with internal resources as necessary
• Translates SRs within language scope
• Reports to a regional Customer Service HUB manager
• Has no direct reports
• Reports and review with Japan Support Management Team
• Cover working hours (9:00am – 6:00pm) of weekdays, weekend and holidays for Japan

Responsibilities

• Confirm priority of SR with customers in first call
• Routes self-service SRs not handled by HUB to the appropriate group
• Promotes use of our Web based tracking systems (eg metalink, SupportWeb) to customers versus phoning into support
• Uses SR quality guidelines (eg ODM) when placing entries in SRs
• Provides oral or written translation when a customer, internal or external, requires local language support
• Monitors specific queues for local language, route failures, and exception SRs, routing or taking ownership as necessary
• Monitors translation queues to make sure translations occur in a timely manner
• Identifies customer needs and requirements, coordinate and facilitate engagement of internal resources required for customer success
• Responds quickly to customer requests for escalations by using documented escalation process
• Reacts to system or process issues by contacting responsible technical contacts or reports problem to regional Customer Service HUB manager
• React customer issues (political, emotional and so on) by contacting regional Customer Service HUB manager and Customer Services managers in Japan
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Accountabilities

• Act as a focal point for any translation or exception issues
• Provides the best possible translation for both customer and GRID engineer – using collaboration methods as necessary
• Takes ownership and coordinates resolution of customer’s service requests in local language
• Takes ownership and coordinates resolution of SRs for which the HUB is responsible
• Actively participates in knowledge sharing sessions with other HUB engineers
• Maintains knowledge of current business processes and procedures
• Operates in line with HUB business processes and procedures
• Manages queue and SRs to provide the highest level of customer service within standard support guidelines

Personal Competencies

• Excellent communication skills and flexibility for Japanese language, Japanese culture and customer’s manner and way of thinking in Japan.
• Ability to manage multiple priorities
• Ability to learn new things quickly
• Personal drive to succeed
• Highly adaptable to change
• Resourceful and pro-active
• Ability to work with minimal supervision

Interpersonal Competencies

• Strong customer service ethic
• Effective communication and interpersonal skills
• Team player
• Good persuasion power and negotiation skills

Professional Competencies

• Better to have 1-2 years plus general technical knowledge
• Previous first-level helpdesk or call centre experience preferred but not required
• Comfortable working with international customers, especially Japanese customers
• Excellent command of written and conversational Japanese and English
• For Japanese Language level, should be at least equal to level 1 of JLPT (Japanese-Language Proficiency Test) and fluent spoken Japanese.
• For English Language level, should be at least equal to or above level 4 of China CET (College English Test) or TOEIC score 600
• Strong understanding of customer service guidelines and processes