Sales Support Specialist (Japanese Speaker) at ServiceSource
Kuala Lumpur, MY

At ServiceSource, we strive to find and grow exceptional people like you.

Working at ServiceSource, you will be a part of an engaging, energetic, and entrepreneurial work environment while having the stability and influence of a nearly 20-year industry leader behind you.

ServiceSource is a place where you can GROW, both personally and professionally, while expanding your skills in sales, customer success and people management.

The Support Specialist provides support to the internal and potentially external sales teams (can be externally facing) by relieving them of administrative or related work. Duties may include order processing/entry, researching sales contracts, making price quotations, record keeping, document tracking, RFP responses, product or service trainings, moderate level helpdesk tasks, end-user or partner inventory analysis, and/or related tasks. This individual is also responsible for maintaining data integrity related to quotations, bookings, and invoices in various CRM or sales pipeline systems. Uses knowledge of product and service offerings to support customers and sales teams. The Sales Support Specialist typically has a few sources of data/systems to work within to produce an outcome and the variability of those systems is generally low or aligned. This person does have to follow a process that includes decision making that depends on items such as: partner ecosystem, price lists, discount programs, end of life product conversions, multi and single year matrices, multiple vendor agreement forms, and end user- vertical. Due to multiple business rules, role includes minimal systems automation and requires human touch. This individual may be customer and client facing and is expected to understand the process, client product, and client systems.

Duties and Responsibilities:

  • Prepares quotes, contracts and RFP/RFI responses  
  • Maintains quote documentation with accurate pricing and configurations
  • Maintains sales demonstration tools and applications in support of sales teams
  • Works within a few sources of data/systems to produce an outcome with some variability  
  • Practices a moderate level of independent judgement to make decisions
  • Develops and delivers sales presentations and/or trainings in a professional and effective manner
  • Maintains up-to-date awareness of company activities and industry trends
  • Provides consistent follow up on opportunities or inquiries
  • Works with customers in person, by phone, email, or live chat to help diagnose problems and research information regarding the use of a product or service
  • Troubleshoots problems and assists customers to understand why a product is not working properly or service is not meeting expectations
  • Prioritizes tasks to meet deadlines, paying attention to details
  • Identifies and summarizes moderately complex issues for management review
  • Other duties, as assigned 

Qualifications:

  • Bachelor’s degree preferred  
  • Prior experience in Support role preferred
  • Experience in written and verbal communication with internal and external partners - proactive communication style ensuring timely responses
  • Proven success in administrative tasks, organization of work materials, prioritization, and adhering to deadlines
  • Demonstrated ability to analyze and problem-solve to address moderate customer and/or client issues  
  • Demonstrated ability to focus on customer needs and communicate with higher level staff, as needed
  • Demonstrated ability to work independently and as part of a team under pressure with tight deadlines
  • Demonstrated ability to follow scripts and/or processes according to contractual agreements  
  • Demonstrated ability to multi-task, prioritize, and manage time effectively
  • Aptitude to learn new technology and data  
  • Prior experience working with MS Office programs
  • Experience working with Salesforce.com or similar CRM preferred 

Competencies:

  • Accountability - Competent
  • Effective Communication - Competent
  • Resilience, Curiosity, & Adaptability - Developing
  • Integrity - Competent
  • Coachability - Competent
  • Diversity and Inclusion - Competent
  • Team Player - Competent
  • Emotional Intelligence - Competent
  • Critical Thinking - Developing
  • Customer Focus – Competent
  • Diagnostic Information Gathering - Competent
  • Initiative - Competent
  • Manage Execution - Competent
  • Business Acumen - Developing 

Supervisory Responsibility:

  • This position has no supervisory responsibility

Travel:

  • No travel is expected for this position.

Work Environment:

  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc. 

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.