Japanese Speaking Technical Support Representative

OpenTable is the leading supplier of reservation, table management and guest management software for restaurants. In addition, the company operates www.opentable.com, the world?s most popular website for making restaurant reservations online.

With more than 5,000restaurant customers throughout the United States, Canada, the United Kingdom, Hong-Kong, Japan and Mexico, the OpenTable hardware and software system replaces pen-and-paper at the host stand. It automates the process of taking reservations and managing tables, while allowing restaurants to build robust diner databases for superior guest recognition and targeted e-mail marketing. 


The Technical Support Representative (TSR) supports OpenTable restaurant customers and web consumers by responding to various requests, questions, suggestions, and comments via phone and email.  This is a high-touch, boutique-level service environment requiring attention to detail and stellar customer service skills.

 

Responsibilities:

?  Handle incoming calls and emails from restaurant partners promptly, courteously and with attention to detail.

?  Handle incoming emails from online diners with appropriate responses and in a timely manner.

?  Maintain customer-focus to ensure fast response times for all channels of customer communication.

?  Support requests from restaurants usually pertaining to OpenTable software or hardware issues. 

?  Provide end user training to customers on the use of OpenTable software

?  Document all phone contacts in the OpenTable internal CRM system and all email contacts in the OpenTable email management tool.

?  Provide a high level of service for each customer to drive positive customer satisfaction results

 

Required Skills and Experience: 

?  1-2 years experience providing customer support services or Tier 1 technical support  preferably in a software support environment

?  Fluency in Japanese and English

?  Ability to work nights and/or weekends

?  Solid understanding of the internet (email, web browsers, TCP/IP)

?  Solid knowledge of Microsoft operating systems  (NT, 2000, XP)

?  Strong knowledge of Microsoft Office applications (Excel, Outlook, Word)

?  Strong knowledge of Microsoft Windows networking, wiring, routers, modems

?  Knowledge of broadband technologies (DSL and/or cable modems)

?  A strong spirit and energy to provide the best support in the restaurant industry

?  Excellent customer service skills

?  Demonstrated interpersonal skills and ability to work as part of a team

?  Strong communication skills:  active listening, writing/typing, informal communication

?  Strong problem solving/troubleshooting skills

?  Ability to work in a fast-moving, unstructured and changing environment

 

OpenTable is an equal opportunity employer.