Technical Support fluent Japanese
Responsibilities:

Assist our community and help resolve inquiries empathetically, accurately and on time while providing global support to our Client’s Customers and Admins
Gather customer’s information, verify key aspects, and determine a resolution
Accurately research client issues using designated ticket tracking software
Meet and exceed daily performance metrics related to key performance indicators
Keep up to date with system and product information changes and updates
Handle inbound volumes in an efficient and professional manner
Prioritize and effectively escalate issues to relevant teams for resolution

Make well balanced decisions and personally driven to be an effective advocate for our community

Investigate and resolve issues that are reported on Workplace such as requests for account support and reports of potentially abusive content
Respond to user inquiries with high quality, speed, empathy and accuracy
Identify inefficiencies in workflows and suggest solutions
Recognize trends and patterns, and escalate issues outside the company policy to the global team

Skillset requirements:

▪ Agreed upon min. English/required language test score based of B2 and above

Fluent Japanese
Strong interpersonal skills, verbal and written communication skills and most importantly empathy
6 months experience in software technical support within client driven environment
Ability to handle Customer queries through tickets, live chat and voice support.
Technical knowledge and understanding in web technologies, Single Sign On, Account management, APIs, IDPs, Integrations, AD Sync, provisioning.
Experience with support ticket software (e.g. Zendesk, Intercom, etc.) desirable
Excellent communication skills with the ability to explain a complex subject clearly in writing
Some degree of further education/college desirable
Ability to multitask and coordinate with multiple teams

Japanese fluent Technical Support Full Time Permanent

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