Billing Support Engineer

Job ID: 177
Ahead Group is looking for a Billing Support Engineer to join our partner, an IT company in Tokyo.

The company provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations. We are hiring people to extend support in Japanese, Chinese and Korean languages.

Responsibilities
  • Provide timely resolution of client inquiries as the point of contact for Google Cloud Platform customers including billing, trials and cancellations
  • Ask necessary questions in order identify customer issues, determine root cause and provide appropriate resolution
  • Identify and document product bugs and feature requests and work with internal support teams as well as customers to implement effective solutions and improve the customer experience
  • Review and improve the quality of localization in materials including online help, websites, customer emails and notifications
Required skills
  • Strong troubleshooting/problem solving skills
  • Ability to prioritize and multitask work
  • Excellent customer service skills
  • Ability to understand the overview of Google Cloud Platform products with Cloud technologies
  • Ability to adapt to new technologies and get a certification of Google Cloud Platform product overview
  • Ability to perform job functions under stress and pressure
  • Strong verbal and written communication skills and analytical skills
  • Willing to take initiative and be accountable
  • Commitment to continuous self-learning
  • Commitment to document solutions and knowledge gaps is identified
  • Reliability and regular attendance is essential
  • Capability to understand the local culture of business and various technologies in the local customers apply for Japanese, Mandarin Chinese and Korean
  • Work experience for local customers is preferred
Nice to have
  • BA/BS degree preferred. Prior customer support experience for more than couple of years, preferably in Enterprise software
  • Experience working on central help desk teams

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