Product Support Specialist, Japan

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Brand: Product and Technology
Work type: Full time
Location: Tokyo, Japan
Categories: Information & Technology

FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity 

The Product Support Specialist serves as end users’ Corporate Technology point of contact and plays a critical role in providing advanced technical assistance, issue resolution, and service requests to customers or clients.

This role will closely work with product managers to enhance product usability, functionalities etc., you will have the opportunity to work closely with key members from various functions, such as Operations, Finance, Account Management, and strategy.

Within your team, you will work to ensure the successful execution, delivery, training, maintenance, and resolution of daily operational issues of the mid-office systems used by FCM companies in the region.

Key duties & responsibilities:

  • Act as the Subject Matter Expert (SME) and System Administrator for mid-office systems, controlling system processes and ways of use to adhere to the “One Best Way”.
  • Analyse user requirements and workflows to identify ways to improve business processes through optimized use of the various systems.
  • Gain a keen understanding of local market requirements, vis-a-vis the company’s business needs as a region.
  • Develop and execute test plans, user test scripts, test cases and expected results to ensure business requirements are met.
  • Translate business requirements and collaborate with external vendors and other tech and support teams to implement solutions.
  • Create and update user guides and manuals based on the operational and finance workflows, produce training guides/videos, and conduct user trainings.
  • Manage and maintain a positive working relationship with external vendors.
  • Understand, replicate, provide relevant findings regarding incident to Level 3/Vendor for further investigation, fixes.
  • Break down problems or processes into their constituents’ parts, identify causes and effects patterns and analyse problem to arrive to an appropriate solution.
  • Create, maintain team process documentation in team repository.

We’d love to hear from you if you have...

  • Bachelor’s degree in Business Administration or IT-related fields or equivalent with at least 2-5 years of relevant work experience
  • Hands-on experience working with mid-back office systems or Enterprise Resource Planning (ERP) applications.
  • Proficient in Microsoft Office application suite (Excel, PowerPoint, Word)
  • Business level in written and spoken both Japanese and English
  • Passion for problem-solving and delivering results
  • Demonstration of strong collaborative and communications skills in a cross-functional setting
  • Knowledge of the travel industry and industry-specific network systems would be an advantage
  • Experience in Business Process Reengineering and user support is preferred
  • Familiarity with software development methodologies (e.g. Agile) is preferred

Work Perks! - What’s in it for you: 

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. 

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

  • Generous remuneration structure and a highly competitive salary 

  • Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself 

  • Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave 

  • Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons 

  • A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally 

  • Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! 

  • Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service. 

Are you ready to elevate your career in travel management? Apply with FCM today!

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer.  In addition, our company founder strongly believes the success of our business relies on the success of our people.

#LI-KM1#FCMAS#LI-Onsite

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