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Customer Solutions Consultant - Part Time

Opensignal

Opensignal

Customer Service
Japan
Posted on Tuesday, September 12, 2023

Job title: Customer Solutions Consultant, PART TIME 20 hours

Department: Network Solutions

Reporting to: VP, Customer Success

Location: Japan

How you will make an impact..

We are looking for a committed individual to join our Network Solutions Customer Success Team. If your true passion is to provide extraordinary service and ensure a first-class experience for your customers, then this role is for you!

As a Customer Solutions Consultant, your role is responsible for delivering the highest possible level of service to our existing and trial enterprise accounts. Through a consultative approach, you enjoy working with data and providing a variety of creative solutions. Clients will look to you for technical guidance and for advice in addressing their product usage and needs. This position will work directly with our Sales team to grow our commercial client’s portfolio.

This position is an integral part of the team and will have a direct impact on the business by providing customer product feedback and improvements to the engineering team. This position reports to the VP, Customer Success.

What you will be doing...

  • Communicate the full range of technical capabilities of Opensignal dashboard to commercial clients
  • Work with existing clients to expand relationships and to secure renewal
  • Lead key customer relationships throughout their engagement with Opensignal
  • Advocate for customers with respect to internal Opensignal initiatives
  • Provide email, web, chat, and phone support to Opensignal customers and partners
  • Utilize Opensignal's products and tools to investigate data, product, and other issues
  • Document known solutions to the internal and external knowledge base
  • Submit well-documented bugs and feature requests arising from customer escalated issues
  • Partner with engineering teams in prioritizing and resolving customer requests

Desired Knowledge, Skills & Abilities

  • Demonstrated aptitude to learn in a fast-paced environment
  • Strong work ethic and problem-solving skills
  • Exceptional sense of organization and attention to detail
  • Can work independently or in a team
  • Strong writing and communication skills
  • Ability to plan work to meet deadlines and unexpected situations and/or requests
  • Build and maintain solid business relationships with clients

Experience

  • Post-secondary education in a relevant field
  • Experience in a technical support role or similar function
  • Experience working in a fast-paced, entrepreneurial environment
  • Experience in writing and troubleshooting SQL queries

Nice to have

  • Fluent in Japanese, oral and written
  • Proficient in English, oral and written
  • Experience working with big data
  • Experience with BigQuery or another data warehouse

About Us

Opensignal is the leading global provider of independent insight and data into network experience and market performance. Our user-centric approach allows communication providers to constantly improve their network and maximise commercial performance. Leading analysts, investors and financial institutions place a high value on our independent analysis and we are regular contributors to their reports.

Real network experience is our focus and ultimately that’s what influences customer choice. Our mission is to advance connectivity for all and here at Opensignal, the team is leading the industry in enabling operators to link their network experience and market performance in a way that has never before been possible.

With offices in London, Boston and Victoria, British Columbia, we are truly global, with employees working across four continents and representing over 25 nationalities. We are an equal opportunity employer dedicated to building an inclusive and diverse workforce.