Partner Technical Advisor (CE JP)

Offer technical and subject matter expertise coaching for Delivery Partner (DP) Engineers/Advocates

Collaborate with SDM and CSS Training teams (CSS L&D and WWL) to address readiness gaps and share findings and remediations

Manage various case management duties including incoming inspection, escalations, tech reviews/triage, and wellness

Identify and create readiness content and contribute to readiness efforts as a subject matter expert

Manage collaboration activities for complex cases and overall operational processes

Contribute to Supportability activities including case analysis, recognition of case patterns, and deflection initiatives

Assist in Release Management and Deployment for DP

Focus on quality of engagement and work with the DP Quality team

Collaborate with stakeholders to identify and recommend technical/program process and tool opportunities

Provide Frontline Technical or Sales Operations Oversight to DP

Participate in DP weekly business reviews and Product Group Triages

Approve escalations to product group on behalf of DP and ensure 'Time to Competency' for DP Resources

Participate in Technical & SME Interviews for New PTA Hires

Engage in direct customer contact to maintain technical expertise and raise opportunities from Voice of the Customer

Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA)

Measure success through Customer Satisfaction, Tech & SME Skill Gap Reductions, DP Process & Delivery Standards Compliance, Team Evolution/Overall Readiness, and handling escalations to PTA team without intervention from Internal teams within SLAs.

Fluent in Japanese (Native or Advanced level - JLPT N1/N2 required) and conversational English

Minimum 5 years of experience in Tech Advisor/ Tech Support/ Developer roles in CRM systems such as Dynamics, SAP, Sales Force, PeopleSoft or related, preferably Dynamics, or 5 years of software experience in Backend Development

Hands-on experience with Dynamics 365 Customer Engagement in roles such as Technical Advisor, Technical Support, or Developer

Excellent verbal, listening, and written communication skills

Interpersonal and collaborative skills

Passion for continuous learning and development

Research, problem-solving, and troubleshooting skills

Ability to work in different shifts outside of local business hours and/or work weekends based on business need

Cloud knowledge for all CE PODs and programming knowledge for CE Customization

Customer-facing service role experience in any capacity

Full salary during the probationary period.

90% contribution of the gross salary to social insurance.

Night shift employees (10 PM-6 AM) will receive an extra 30% of the normal salary, PVI insurance, and 500,000 VND food allowance.

20 days leave including annual and sick leave.

Provision of complete working equipment.

Annual health check-up for employees working at least 6 months from the date of signing the official labor contract.

Events such as birthday parties and employee engagement activities.

PEGASI – IT Recruitment Consultancy | Email: recruit@pegasi.com.vn | Tel: +84 28 3622 8666