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Tokyo, Japan


Technical Support Analyst – EdTech


Competitive + Benefits

Our Client, a world-leading technology provider to the global Higher Education markets, is looking for a Technical Support Analyst, to provide support for products and services, acting as the first point of contact for inbound enquiries and problems.

Industry  EdTech


Duration  Permanent

Type  Full Time

Start Date  ASAP


This role is exclusive to Telfer Partners.

Reporting to the Technical Support Manager, the main responsibilities include:

  • Providing world-class customer support, training customers as needed
  • Responsibility/ownership for customer requests until enquiries are resolved or escalated
  • Working within SalesForce CMS, creating detailed work logs
  • Striving for first call resolution with info gathering/validation, escalating issues if necessary
  • Creating workflow procedures in a knowledge base platform (KCS) for customer & analyst use
  • Following technical documented procedures, ensuring accuracy and currency
  • Creating close working relationships with key colleagues, advising the team of issues/information to improve performance
  • Providing manager with regular updates on common issues encountered
  • Identifying possible longer-term solutions/improvements to reduce future problems
  • Attending customer conferences and meetings as required.

Successful candidates will ideally have Library experience or at least 2 years client services experience supporting a cloud-based SaaS product, and preferably be educated to bachelor’s degree level in Library or Information Science or another relevant subject. Professional fluency in English and Japanese are essential, and fluency in Mandarin desirable. Familiarity with library industry standards such as MARC21, Dublin Core, Z39.50, OAI as well as with library workflows for different media types (e-resources, print, digital) would be an advantage. Excellent communication skills, the ability to communicate in both technical and non-technical language with customers and co-workers, are essential, as is the ability to deliver outstanding customer service.

You will be rewarded with a competitive salary along with the chance to join a truly collaborative and supportive team within a market-leading organisation.

To apply for this position, click on the Apply Now button below or send your CV to quoting the reference TP 547. For an initial, confidential discussion please call on +44(0)1223632510.

Early applications are preferred.

Referral Scheme – Telfer Partners offer a referral reward if we fill this vacancy with someone you recommend. You can send us contact details of anyone you would like to recommend to


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Technical Support Analyst – EdTech

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