IT Support Specialist Customer Success Section EC Solution Development Department(ECSD)

Job Summary

  • Japan, Tokyo
  • Partial remote
  • Apply from Anywhere
Language Requirements
  • English: Conversational
  • Japanese: Business
Key skills
  • communication,problem solving,
Product Manager|RakutenProduct Manager|RakutenProduct Manager|Rakuten

Job Description

Job Role

Product Manager

Job Description

Department Overview Rakuten Ichiba is one of the largest e-commerce shopping centers in Japan with approximately 60,000 stores opening and a total annual distribution of approximately 5 trillion yen in 2023. EC Solution Development Department provides development, operation and support of solutions for merchants. Customer Success Section provides merchants with technical support and system consulting. Technical Support Group provides a variety of technical helpdesk services. It covers Rakuten ichiba, Order Management System, Warehouse Gateway, Business Intelligence and CRM. We are looking for a role to improve the work of the technical help desk.   Position: Why We Hire Understand the background of the inquiry and change the business so that the problem can be resolved without the inquiry. You can feel merchant growth. You get Knowledge and experience. You can grow as well.   Position Details [Work flow] 1.Business analysis 2.Hypothesize 3.Build new operations 4.Change business flow 5.Measure effectiveness.   Work Environment 23 people(Regular employee, Non-regular employee) Mostly mid-career hires, members who have experience in communicating with customers in various fields are active. Examples of experience : Video subscription service helpdesk, wifi rental service support, sales of playground equipment, Working at a department store etc.

Required skills & Experience

Basic qualifications

- Communication ability to negotiate and form consensus with other departments and external parties - Can analyze operations from a quantitative and qualitative perspective, discover and solve problems - Take on challenges without fear of failure, without being bound by preconceived ideas - Experience of overcoming difficult situations with your own ideas and ability to execute(whether business or private) - Knowledge of computer systems

Preferred qualifications

- Experience building a system by combining packaged software and existing services - Requirement definition ability that can hear business requirements and incorporate them into system requirements and system specifications - System development and operation experience - Technical help desk experience - Strong interest in new web services, apps, and technologies - Rejoice in the growth and success of customers, and team members - Enjoy the ever-changing situation and be flexible in responding to changes - E-commerce work experience

Job Details

Employment type
Japan, Tokyo
Apply from
Remote work
Partial remote
Working hours
9:00am - 5:30pm (Every Monday, work hours are from 8:00am to 4:30pm due to morning meeting)
・2 days off per week (Saturdays, Sundays, and national holidays are holidays)
・10-20 days of annual paid vacation (the minimum number of days is the number of days granted after six months of employment)
・120 days off per year
In addition, year-end and New Year vacations, paid vacation, congratulation or condolence leave, maternity and paternity leave, etc.
*Once a year, you can take 9 to 12 consecutive holidays by using the long vacation (Success Vacation) system.
Employee benefits
・Commuting allowance
・Housing allowance
・Health insurance
・Employee pension insurance
・Unemployment insurance
・Workers' accident compensation insurance
・Retirement allowance system
Supplemental education and qualification support
・English learning support (in-house TOEIC(R) test IP test, English conversation, etc.)
・Career challenge system (challenge the department of your choice)
・Job return system (rehiring system for those who retired due to marriage, childbirth, nursing care, etc.), etc.
・Stock Option Plan
・Cafeteria system with three free meals
・LILO Club (preferential treatment at sports clubs, accommodations, leisure facilities, movie theaters, etc.)
・LILO Club (sports clubs, lodging, leisure facilities, movie theaters, etc.) (Running, mountain climbing, cooking, etc., part of the expenses paid by the company)
・Reward system
・Free English conversation lessons by native English speakers
・Support system for certification acquisition
・Qualification support system, etc.
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