Role Summary
The Business Advisory Analyst role provides front-line operational and non-technical support to external partners and internal stakeholders. This role triages incoming requests, resolves issues where possible, and coordinates with internal teams to ensure timely, accurate outcomes while delivering consistent, high-quality partner experience.
Job Description
- Serve as the first point of contact for partner inquiries and support requests received via designated channels (e.g., ticketing system, email, outbound call, chat).
- Triage, categorize, prioritize, and assign cases in line with agreed service levels; maintain accurate case notes, actions taken, and outcomes.
- Investigate and resolve common partner issues by following documented processes, knowledge articles, and troubleshooting steps.
- Escalate complex, high-impact, or time-sensitive issues to the appropriate internal teams; coordinate follow-ups and keep partners informed of progress.
- Track case status end-to-end and ensure timely closure, including confirming resolution and capturing partner confirmation where required.
- Identify recurring issues and provide feedback to improve processes, knowledge base content, tools, and partner communications.
- Maintain strong working relationships with cross-functional teams to support partner needs.
- Support reporting by monitoring queues, trends, and service metrics; highlight risks, bottlenecks, and improvement opportunities.
- Ensure all interactions comply with company policies and applicable requirements (e.g., data privacy, security, and partner contractual obligations).
- Contribute to training, documentation, and continuous improvement initiatives for the Partner Support Desk.
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Job Qualifications
- Bachelor’s degree in a relevant field (or equivalent experience).
- 1–3 years of experience in customer/partner support, service desk, operations support, or a similar role.
- Experience working with ticketing/CRM tools and maintaining high-quality case documentation.
- Strong written and verbal communication skills with the ability to explain processes clearly and professionally.
- Demonstrated ability to manage multiple cases simultaneously while meeting service-level expectations.
- Strong problem-solving skills and attention to detail; able to follow processes and identify exceptions.
- Demonstrated strong proficiency in Japanese across spoken communication, reading comprehension, and written business correspondence.
Preferred Qualifications
- Experience supporting external business partners, resellers, vendors, or channel ecosystems.
- Familiarity with knowledge management practices and creating/updating support documentation.
- Exposure to basic technical troubleshooting, systems access management, or operational workflows.
- Experience working in a regional or global support environment and collaborating across time zones.
- Additional language proficiency relevant to partner coverage (good command of English).
Core Skills & Competencies
- Customer/partner-first mindset with professionalism and empathy.
- Structured triage and prioritization; ability to assess impact and urgency.
- Analytical thinking and root-cause orientation; uses data to spot trends.
- Ownership and follow-through; proactive communication and stakeholder management.
- Collaboration across teams; able to coordinate and influence without direct authority.
- Adaptability in a fast-paced environment with changing priorities and tools.
Work Arrangement
Regular working hours, Working from home - subject to clients’ decisions to have a change on work arrangements at any time during contractual period.
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