You can work beyond the limits of support, depending on yourself.

I want to make use of my experience

After graduating from university, I joined an IT company and was responsible for developing banking systems. Later, I went to Rwanda in Africa as a member of the Japan Overseas Cooperation Volunteers and served as a computer teacher at a vocational training school. After fulfilling my duties for two years, I returned to Japan and became a customer support representative for accounting systems for major manufacturers and government agencies. When I started to think about working for a company where I could utilize my IT skills and educational experience, I encountered this company, which matched my hopes with its "global share of educational tools as products" and "stable transactions with educational institutions such as universities as main customers."

Able to face problems thoroughly

Since the beginning of my employment, I have been involved in customer support operations primarily for universities and companies that have implemented Learning Management Systems (LMS). As it is an open-source system developed in Australia, there are few Japanese-translated documents available, and since we customize according to each customer's requests, the inquiries vary significantly from one customer to another. In my previous job, I provided customer support for financial systems, where speed was of utmost importance. However, now it is required to communicate thoroughly with the person in charge and analyze the situation. Therefore, while in my previous job I felt like I was just completing tasks in front of me, I have now been able to think deeply about what is necessary for our customers.

Challenge work beyond the scope of operations

In my previous job, I managed a team as a sub-leader in an environment where 5 new graduates and 2 mid-level employees served as leaders and sub-leaders. With that experience, I am entrusted with not only the usual customer support tasks at our company but also with proposals and business efficiency improvements. Specifically, when participating in exhibitions or visiting universities and companies looking for operational maintenance partners, I listen to their concerns and propose our support services tailored to their challenges. Regarding business efficiency, I suggested replacing the inquiry management system to clarify the status of inquiry response priorities. The proposal was approved, and we are currently in the implementation phase. By actively speaking up and taking action, I am able to challenge myself with work beyond the framework of customer support.

Solving high-difficulty problems

It feels great when customers say "thank you" after we solve their troubles. Many of our customers are very intelligent individuals, such as university professors, and they often investigate the source code themselves, which leads to high-level questions. Additionally, since we work with an open-source LMS, while we can report bugs and request fixes from the developers, it may take longer than typical modifications for proprietary products. When we can resolve high-difficulty issues through operational proposals, it gives us a significant sense of achievement. Currently, I am visiting customer sites to hear about their situations from a customer support perspective and to propose solutions to their challenges, which is very enjoyable as it allows us to work on solutions before problems arise. I am satisfied that I am getting closer to the job I hoped for, as I initially aimed to be an IT consultant when I graduated.

Building a supportive team

By consolidating inquiries to the support team, we can accumulate knowledge and skills, leading to better proposals and services. I feel that the need for operational support, which acts as a bridge between customers and development, is increasing year by year. Personally, I want to aim for improved customer satisfaction first. Often, by the time customers reach out with inquiries, they are already in a difficult situation, but if we can provide a quick resolution, it enhances trust. I want to make accurate judgments based on minimal communication and provide optimal suggestions. Additionally, I am currently studying team management. While I am still relying heavily on individual capabilities, I believe that by considering support from the customer's perspective, we can create a sense of unity within the entire team, making it a more comfortable place for everyone to work.