Technical Customer Support Specialist

Job Description

Appealing Points:

• High Salary (5 million JPY and above): A very competitive compensation package for a customer support-related position.
• Global Work Environment Utilizing Bilingual Skills: Ideal for candidates with native-level Japanese and business-level English proficiency, offering daily use of both languages.
• Opportunity to Build Technical Knowledge: Hands-on experience with tools and technologies like Jira, Salesforce, HTML, and JavaScript in a non-developer but tech-involved support role.

Annual Salary: 5 million and above

Responsibilities:

• Deliver proactive and reactive support for customers, partners, and client’s internal teams to resolve issues, address subscription inquiries, and provide exceptional support for its client’s products and associated Services.
• Manage communication between Client and the customers using their preferred local language.
• Contribute to reviewing and translating localized language content as needed.
• Handles incoming support channels to troubleshoot customers' inquiries and issues customers face when using Client’s products, including account access, set up, documents workflows, billing, etc.
• Utilizes support tools and resources necessary to solve the customer queries, including telephone, chat, Salesforce, Jira and client’s proprietary systems.
• Proactively identifies improvements to the product, identifies bugs, and otherwise discovers high-impact opportunities to enhance the customer experience.
• Promotes client’s products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.
• Provides support for internal peers for inquiries on product knowledge and engagement paths, including translation to and from English to the customer’s language

Qualifications:

• Language requirement - Native level in Japanese and business level in English (both oral and written)
• Previous customer facing role experience (ie. hospitality, customer service, etc...)
• Self-motivated, goal-oriented, highly collaborative, creative, excellent organizational and time management skills
• Effective communication skills which are a key component of this role, with audiences that include customers and peers.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.
• Customer Service, and/or Specific Language Market/region knowledge and experience are strong pluses.-Understanding or experience working with Windows or/and Apple operating systems.
• Understanding multibyte-character handling on browser preferable (Only for Japanese).
• Experience in one or two of the following skills set. This role is not engineer/developer role, however, we expect candidates to have basic knowledge of following technologies (not all but at least one or two)
  • Familiarity with Jira and Salesforce for case management.
  • Understanding of modern markup and programming languages such as XML, JavaScript/jQuery, or similar.
  • Knowledge of troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS.
  • Understanding of log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar

Company Description 

One of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. 
Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. 
Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

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Indoor smoking
Designated smoking area