Japanese Technical Support Specialist

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.

-Meet and exceed assigned service level goals.

-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.
-General understanding of internet technologies
-Understanding or experience working with Windows or/and Apple operating systems
-Familiarity with Jira and Salesforce for case management.
-Customer Service, and/or Specific Language Market/region knowledge and experience are strong pluses.
-Understanding multibyte-character handling on browser preferable (Only for Japanese).
-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