日本と海外をつなぐクラウドソーシング

CallerReady

Customer Success Manager

2016/10～ 2018/12

o Consults with and coordinates the efforts of other teams to resolve customer issues and questions in a timely manner.
o Resolving complex application technical issues through investigation and providing a walkthrough solution directly to the client via email, phone, and other electronic medium.
o Share and spread knowledge throughout the support team and relevant areas.
o Researches and resolves customer-reported issues related to the applications.
o Gathers data, tests and replicates problems.
o Analyze complex business/technical problems and deliver solutions in a proactive, self-directed manner
o Report product or solution problems to various escalation teams, and follow-up on resolution

Oracle

Senior Support Engineer

2007/04～ 2015/11

Provide customers with real time web-based and telephone support for Oracle Applications.
o Effectively handle mission-critical situations and customer escalations.
o Routinely act independently while researching and developing solutions for customer issues.
o Work as part of a global Oracle Applications Support team to provide 24x7 worldwide support.
o Maintaining close contact with our customers to provide excellent customer satisfaction.
o Work closely with Oracle Development to diagnose bugs and provide solutions to customers.
o Maintain an up-to-date and in-depth knowledge of new product releases.
o Partner Oracle Development on product improvement programs such as beta programs.
o Provide knowledge content for Oracle Customer Connection knowledge base.
o Participated in ISO audit as an internal auditor.

BIBLIOTHECA ALEXANDRINA

Senior Application Consultant

2006/02～ 2007/03

o Maintaining product expertise in with ERP APPS team and coordination with other Departments
o Leading responsible for the successful roll out of a new ERP system or a specific project involving
deployment of new ERP modules.
o Evaluate or assess the changes in the system. lead a group of ERP analysts. Working towards,
adopting and contributing to new processes and tools
o Maintain an up-to-date and in-depth knowledge of new products released in the market for the
given product area Applying the future needs of the business on oracle Application.
o Resolving problems and managing system errors and usability throughout the Service Request
o Contributing to Knowledge Management content creation and maintenance
o Participating in Root Cause/Corrective Action defined within the product area in order to further
enhance the Business experience and improve the Oracle product
o Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of
Bug related oracle products.