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Box(NYSE: BOX)はインテリジェントコンテンツ管理（ICM）プラットフォームのリーディングカンパニーです。Boxのプラットフォームは、企業のコラボレーション促進や、コンテンツのライフサイクル全体の管理、重要なコンテンツの保護、そしてエンタープライズAIによるビジネスワークフローの変革を実現することを目指しています。2005年に米国で設立され、JLL、モルガン・スタンレーなどを含む大手グローバル企業や、日本では22,000社超および日経225の85%の企業の業務効率化を支援しています。 Boxは、カリフォルニア州レッドウッドシティーに本社を置き、米国、ヨーロッパ、アジアに拠点を持っています。株式会社Box Japanは2013年に設立された日本法人です。 Boxでは、重要なコンテンツを扱うプラットフォームをさらに推進し、お客様の働き方に大きな変革を提供する、またとない機会があります。コンテンツは私達の業務の中心にあります。契約書、請求書、社員情報、財務情報、製品仕様、マーケティング資産などの部署間に跨る重要なビジネス・プロセスに含まれる数十億ものファイルや情報が日々流れています。私達のミッションは、コンテンツ管理にインテリジェンスをもたらし、お客様がデジタル・トランスフォーメーションを実現するお手伝いをさせていただくことです。このAIと膨大な業務コンテンツの融合による、大規模な働き方の変革期に、そのビジネスの最前線に貢献することが、Boxではできます。 WHY BOX NEEDS YOU プロダクトサポートチームは、お客様が Box を快適に利用でき、価値を最大限に引き出せるるよう、技術的な問題解決の支援をする組織です。製品とお客様をつなぐ架け橋として、自ら考え、行動し、卓越したサポートを一緒に提供する仲間を募集しています。 WHAT YOU'LL DO - Box を利用しているお客様向けに、高い共感力と強い当事者意識を持ち、お客様の期待を超えるサポートを提供します - チケット管理システムを通じたテキストベースのサポートを主軸としつつ、必要に応じてリモート接続を用いた詳細な調査や、オンラインミーティングでの技術説明の実施 - チケット対応では、Box 製品に加え、ネットワーク構成、デスクトップ環境の込み入った問題、API、SDK といった分野まで多岐にわたります - 検証環境での事象再現、各種ログ解析、データ調査をし、複雑な技術課題の根本原因を特定・解決をします - 複雑な問題であっても、文字、口頭ででお客様にわかりやすくお伝えします - 製品開発へ問題を報告し、製品の品質向上へ貢献します - サポート内だけではなく、営業、カスタマーサクセス、コンサルティングと密に連携や情報共有をし、顧客ビジネスの成功を支えます - より良い顧客体験およびチーム運営改善のためのプロジェクトの立案や実行を担います - ナレッジベース記事の新規作成・更新を通じて、お客様が自己解決できるようにします - 他のチームメンバーへの技術的なサポートやナレッジ共有を積極的に行う - 社内のコミュニティ活動に参加し、文化の醸成に寄与します Box ではコミュニティと対面でのコラボレーションを重要視していてます。Box の社員（Boxers）は、少なくとも毎週3日間以上はオフィスで勤務することが求められます。選考プロセスの中で、リクルーターが働き方や企業文化についてさらに詳しくご説明します。 WHO YOU ARE 私たちは「AIファースト」の企業です。 すなわち、常に成長マインドセットを持ちながら仕事に取り組み、AIを活用し、より迅速かつ適切な意思決定を行い、インパクトを高める方法を見つけていくことが求められます。 - 複雑な問題を解き明かす、テクニカルサポート業務が好きな方 - 主体的に責任感を持って物事に取り組める - チームメンバーが困っている時には進んで手を差し伸べられる方 - 3年以上(できれば5年以上)のエンタープライズ顧客向けのテクニカルサポート経験 - 新しい製品、技術への熱意がある - 高い成長率と速いペースで進む環境で成長し、変化する要求に素早く適応する能力 - 業務遂行能力とプロジェクト管理能力を有し、部門横断的なコラボレーションを推進し、成果を上げることができる方 - 前例がない難しい問題に対しても、前向きに取り組み機転をきかせ突破できる人 - 情報資産の重要性を深く理解し、高い倫理観とコンプライアンス意識を持って業務に取り組める方 REQUIRED SKILLS - API、サードパーティ製品連携、およびネットワークトラブル（HAR、Fiddler、Wireshark等を用いた解析）の調査能力 - BigQuery や Google Cloud Logging を活用し、自力でクエリ（SQLやログ検索・フィルタクエリ）を記述して、必要なログやデータを的確に抽出・分析し、問題の根本原因を特定できること - 日本語： 極めて円滑なビジネスコミュニケーション能力（読み書き、および顧客や社内向けに口頭での高度な技術説明ができるネイティブ同等レベル） NICE-TO-HAVE SKILLS - AIツール（LLMツールや、プロダクト内のAI機能）の業務利用経験、またはそれらを用いた業務効率化への関心 - SaaS製品のサポート経験 - Box の利用経験 - MDM ソリューション(Microsoft Intune 等)に関する実務経験 - コーディング経験 - サポート/CRMツール（Zendesk、Salesforce、Jira等）の実務での利用経験 - 英語： ビジネスレベルのコミュニケーション能力（読み書きによるグローバルチームとの意思疎通、および社内会議への参加ができるレベル） EQUAL OPPORTUNITY We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. 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