Software Customer Care Specialist – Tokyo, Japan

Job Overview

Together, turning vision into reality…

About the Envision Pharma Group

We are a global leader in medical communications and technology solutions, with an international portfolio of pharmaceutical and biotechnology company clients, whom we support from our offices in the UK, US and Asia-Pacific. We have an enviable reputation in our field and a heritage founded on continual innovation and leadership in best practice. We provide a unique and comprehensive blend of service offerings, including:

  • Industry leading pharmaceutical industry technology solutions: Datavision®, Visiontracker® and Clear®

  • Strategic publication planning

  • Tactical publication plan implementation

  • Medical communications services

  • Consultancy services.

Technology Solutions at the Envision Pharma Group

The technical products that you will support are Envision Pharma Group’s Datavision, Visiontracker and Clear (

In this role you will:

  • Provide hotline support and training for external clients on the use of all software packages

  • Coordinate with team members to ensure all client requests across all products are handled well and in a timely manner

  • Learn and understand our clients’ business needs

  • Maintain a high level of communications with customers to resolve issues or problems in a professional and timely way (ask, listen, comprehend, respond, inform, and resolve)

  • Assist clients as they adapt to and learn new software and processes

  • Perform advanced research and testing of new software products and releases

  • Document and edit supporting materials, including training content and software support documentation.


This role will initially require some travel to the USA and Australia for training purposes. Thereafter, some travel within Japan will be required for client training and customer care.


To succeed in this role you will:

  • Be qualified to BA/BS level or above

  • Be fluent in Japanese and English. A good understanding of Mandarin would also be beneficial

  • Be able to organise your daily work and prioritise tasks

  • Have world-class, customer-service skills and be willing to meet and exceed client expectations

  • Be articulate, have a pleasant telephone manner, and offer exceptional interpersonal and communication skills

  • Have the ability to write well, with good attention to detail

  • Be able to communicate highly technical issues to technical and general audiences

  • Be patient, proactive, and able to work with minimal supervision

  • Be a committed team player

  • Have an entrepreneurial approach to your work

  • Be enthusiastic about development of new technologies

  • Have strong computer skills including a good knowledge of the Microsoft Office Suite

  • Maintain awareness of new products and releases through reading and research.



Send your CV and a covering letter explaining why you believe you can contribute to our continued success, to or, alternatively, visit to find out more.

Posted 22nd August, 2016.

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