Client Support Specialist, Japanese Bilingual

📋 Description

• Address client concerns: Respond to inquiries related to product functionality and provide technical troubleshooting via email, live chat, and scheduled video sessions.

• Master the product: Gain comprehensive knowledge of our platform to deliver clear and effective guidance on its features and capabilities.

• Collaborate with teams: Partner closely with our engineering and product teams to escalate issues and offer insightful client feedback, contributing to product enhancements.

• Utilize advanced tools: Leverage our state-of-the-art AI tools and internal knowledge bases to efficiently draft responses, summarize tickets, and pinpoint key client issues. You'll be at the forefront of using technology to deliver quicker, more precise support.

• Champion the client: Recognize patterns in client feedback and proactively suggest improvements that can enhance their overall experience.

⛳️ Requirements

• C1 or Advanced proficiency in Japanese and English (mandatory)

• Availability to work APAC weekday hours (9AM-6PM Japan Standard Time) (mandatory)

• Over 3 years of experience in a customer support role within a SaaS or technology company (mandatory)

• Bachelor's degree or a relevant combination of education and experience

• A proactive self-starter with strong analytical and troubleshooting skills to resolve issues promptly

• Exceptional interpersonal, verbal, and written communication abilities, with a focus on phone, email, and online interactions

• Proven track record of managing cross-functional relationships with internal teams to facilitate issue resolution for customers

• Experience with helpdesk ticketing systems; familiarity with Zendesk is advantageous

• Knowledge of accounting and audit processes is a plus

🏝️ Benefits

• Perks may vary based on eligibility/location