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Support Specialist(Japanese)

Shanghai, Shanghai Municipality - Explore location IT & Digital Solutions Full Time

Job description

WHO YOU ARE

Provide professional, service minded and dedicated support to the assigned business area based on defined Service Level Agreements, being the connection between end-users and product teams.

Drive modern support principles fulfilling co-workers’ support needs in a timely and seamless manner, being the single point of contact for all digital related questions and issues requiring deeper knowledge and skillset.

Strengthen the support by increasing the ability of solving more complex problems closer to the end users, saving time and effort for both the end-users and product teams

YOUR RESPONSIBILITIES

• Solve more complex issues within the assigned business area, coming in through different support channels in order to improve co-worker efficiency
• Register, analyse, prioritise, solve and assign all incoming cases during the agreed time in an accurate and efficient manner ensuring high level of quality
• Drive communication towards end-users and product teams about the progress of ongoing cases by continuous monitoring, analysis, following up and escalation of the case if needed
• Drive the support organisation’s assignment and goals towards the business area by being involved in cross functional work to ensure the affordable IKEA
• Maintain the provisioning, life cycle management and operation of the Product/Service to secure problem and change management
• Lead in continuously improving the quality of support by building, maintaining and sharing knowledge with colleagues using the common knowledge tools in order to secure fulfilment of business needs
• Lead in the daily running of the support, ensuring that it meets the defined agreements, KPIs and OKRs, as well as ensuring compliance towards legislations, policies and other requirements
• Manage the daily operations and prioritisation of incoming tickets for the whole support organisation securing coordination and handovers between time-zones and cross business areas
• Participate and contribute with input in the Product/Service meetings by acting as an ambassador of the support organisation within the business area and facilitate cross-functional meetings (triages) with stakeholders in order to resolve critical issues
• Contribute with knowledge and educate in onboarding sessions with new colleagues to secure common ways of working and working towards common goals
• Apply and promote good support practices within an agile/iterative development approach in order to improve time to market and fulfil business needs

TOGETHER AS A TEAM

We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.