Director, Technical Support - Japan

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Customer Care
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210002EJ Requisition #

The Director of Technical Support is part of a dedicated team that is responsible for the technical analysis and resolution of complex issues reported by Genesys Customers and Partners. This includes, but is not limited to, coordinating efforts between Customers, Partners, Customer Care, Sales, Professional Services, Genesys University, CTO, and other departments within Genesys as applicable. In this function, the qualified individual’s responsibilities encompass delivery of the highest level of Customer Experience to the Genesys Customer and Partner Community, achievement of excellence in Net Promoter Score, development of and adherence to relevant Key Performance Indicators, and championing of a Customer First culture.

 

Key Responsibilities:

  • Oversee a highly-engaged team that excels in Customer Experience, Employee Satisfaction, and Operational Efficiency
  • Provide operational direction to meet evolving customer needs and expectations; drive execution to achieve both short-term and long-term business objectives
  • Drive individual and team alignment with organizational priorities and goals; foster personal and shared accountability
  • Enable and measure team effectiveness; identify opportunities for continuous improvement
  • Provide Customer Care representation and sponsorship in the context of strategic and critical customer engagements and escalations
  • Collaborate across customer lifecycle functions to ensure alignment in enhancing customer experiences; contribute customer insight and feedback

 

Requirements:

  • Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about Customer Care Best Practices
  • BS in Computer Science, Engineering or other relevant degree
  • Highly motivated with strong commitment to ongoing best-in-class performance
  • Strong customer and partner focus and credibility; ability to engage at senior management and C-level
  • Excellent Japanese and English written and verbal communication skills; ability to effectively communicate complex situations at all levels inside and outside the organization
  • Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders
  • Proficient at identifying areas for improvement in programs, processes, systems and tools with a proven record of follow-through on implementation
  • Ability to motivate others and create a positive high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial
  • Resilience and perspective: ability to remain calm and operate effectively in escalated situations and under stress
  • Ability to travel as needed
     #LI-TW1

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Japan.

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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