Customer Technical Support Representative

Megajobs US

Company :  Megajobs US
Location :  Japan
Job Type :  Full-time
Job Status :  Permanent

*JOB TITLE:* Customer Technical Support

*DEPT: * Customer Support, IP Solutions, IP & Science

*LOCATION:* Tokyo, Japan

*REPORT TO:* Customer Technical Support Manager (in the U.S.)

*Target Start Date:* ASAP

*/Project Summary and Position Overview:/*

Thomson Reuters is the world's leading source of intelligent information for businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare and media markets, powered by the world's most trusted news organization. With headquarters in New York and major operations in London and Eagan, Minnesota, Thomson Reuters employs more than 50,000 people in 93 countries. More information about Thomson Reuters and its financial performance can be found

*Main Purpose of Job: *

The Customer Technical Support Representative provides technical support of Thomson Reuters Intellectual Property (IP) products to our present and potential customers. This involves staffing the Customer Technical Support Desk as assigned, including some weekend and evening coverage, and answering customer questions. He/She fully documents each case, working in a call centre environment.

*/Essential Day-to-Day Responsibilities:/*

*Key Responsibilities and Duties:*

<Primary Responsibilities>

1. Answer technical questions, troubleshoot, and resolve inquiries from customers regarding IP Solutions products within the global Service Level Agreements (SLAs).

2. Inform and educate customers and prospective customers about IP Solutions products and polices.

3. Proactively recognize and report on trends leading to recurring technical problems. Escalate and report known tech support issues according to established procedures.

4. Clearly and thoroughly log all customer and incident data in the case management system.

5. Conduct technical research, test new products, and provide input on bugs, enhancements, especially in product design.

6. Communicate to and collaborate with various IP Solutions stakeholders regarding technical product issues.

7. Recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department.

8. Take ownership of all customer interactions and utilize appropriate follow-through. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication. Maintain an acceptable ratio of aged cases, initiating follow up as needed.

9. Perform related tasks as needed or assigned.

<Secondary Responsibilities>

1. Attend staff and global support meetings, reporting on activities.

2. Act as a point person and monitors problem accounts in conjunction with the Manager. Train and support newer members of the CTS team.

3. Initiate and complete projects that have an impact on CTS' systems, marketing and on the customer and staff bases and workflow.

4. Further develop technical aptitude and customer service knowledge, skills, and abilities as required by the needs of the business

5. Deputized for team members / your line manager as and when required.

6. Take responsibility for identifying their training and development on an on-going basis.

7. Make positive efforts to promote personal safety and that of others by taking reasonable care at work, by carrying out the requirements of the law or following recognized codes of practice provided or advised by management to ensure safe working practices.

8. Undertake any other reasonable duties as requested by your line manager/director on a permanent or temporary basis.

Thomson Reuters is the leading source of intelligent information for the world’s businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world’s most trusted news organization.

*Must have:*

• Four year degree

• Strong communication skills; both verbal and written with ability to communicate technical information in a clear and concise manner

• High degree of listening and comprehension of the issues and requirements presented by customers.

• Experience working with large commercial databases

• Fluent in Japanese with experience working with industry professionals

• Background in a fast-paced, rapidly evolving technical environment

• Must be able to work as part of a global team of technical professionals while directed by US-based management

• Positive service attitude with ability to understand and empathize with customer concerns/issues

• Ability to manage multiple priorities from numerous sources

• Apply discretion resulting in appropriate/desired resolutions.

• Knowledge of web product delivery, software and middleware, computers, network operating systems, and network architecture/infrastructure

• Ability to analyze issues and determine root cause and identifying appropriate solutions. High degree of problem solving.

• Previous customer technical support experience, minimum 2 years

*Nice to have:*

• Call center / customer service experience

• Understanding of the patent life-cycle

• AdvTechnical degree or related technical certifications

• Previous experience working in a Global Organization

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We’ll bring a world of opportunities.

As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

**Job:** **Customer Service & Support Family Group*

**Organization:** **IP&S Sales & Services - Customer Care*

**Title:** *Customer Technical Support Representative*

**Location:** *Japan-Tokyo-Tokyo-JPN-Tokyo-Akasaka Park Bldg*

**Requisition ID:** *JREQ066619*

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