- Provides technical support of company's products and services to our present and potential customers.

- Assigned and answering customer questions.

- Documents each case, following established SOP within the service level agreement.

- In-depth knowledge of web product delivery, architecture, software and middleware, computers, network operating systems, network architecture/infrastructure is important.

- In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the patent/literature scholarly process and the drug development process would be helpful.

- Facilitates an effective and efficient workflow through working closely and provides customers' input with internal stakeholders.

- Tests new and upgraded products and discusses testing results and edits all support documentation.

- Bachelor's degree or higher in Law, Computer Sciences, Life Sciences, Scholarly Research (librarian), or equivalent experience.

- Min 2-3 years of experience in customer interaction roles, previous experience in a telephonic, helpdesk, or personal customer contact position is preferred.

- Fluency in the Japanese language, candidate who possesses JLPT N1 or N2 is preferred.

- Excellent customer service skills with good analytical and problem-solving skills.

- Knowledge of database searching, and analysis functions, electronic publishing and literature scholarly process is an advantage.

- Knowledge on Service Level Agreements (SLAs) & KPI Metrics is an advantage.

- A tech savvy person.

- Adaptability to work in multicultural environment with excellent organizational and interpersonal skills, i.e., collaborating with peers across various countries.

This position is only open to Malaysian citizens.