Customer Support Specialist – Japanese

This is a fully remote position, open to applicants in Australia, +2 more countries.

📋 Description

• Serve as a specialized technical expert for intricate issues affecting LSEG products.

• Resolve customer concerns remotely, engaging third-party partners as necessary.

• Identify trends that impact service and assist in implementing preventative strategies.

• Utilize innovative technologies to ensure a seamless support experience.

• Offer expert technical assistance for designated Refinitiv products.

• Collaborate with product support, development teams, and third-party vendors to address issues.

• Diagnose, replicate, and resolve customer issues remotely, coordinating on-site dispatches when necessary.

• Provide technical guidance to internal stakeholders and third-party engineers.

• Escalate significant, elusive, and recurring client-impacting challenges.

• Support the implementation and integration of Refinitiv products at customer locations as required.

• Keep up-to-date with technical and product knowledge through self-study, training sessions, and job shadowing.

• Ensure accurate documentation for client sites.

• Conduct technology or product training for customers as necessary.

• Log customer interactions using Salesforce CRM tools.

• Adhere to operational policies and procedures to manage client issues effectively.

⛳️ Requirements

• Fluency in English – both written and spoken – is essential.

• Fluency in Japanese – both written and spoken – is essential.

• Proficient in working within a Linux terminal.

• Experienced in incident management, analytical thinking, troubleshooting, and case management.

• Capable of conveying technical concepts to non-technical customers and colleagues.

• Background in a customer service environment and exceptional customer service skills.

• Ability to collaborate with virtual teams to deliver projects or address escalations.

• Basic understanding of financial markets is beneficial.

• Self-motivated with excellent time management and escalation capabilities.

• Eagerness to develop and maintain a comprehensive understanding of assigned products and technologies.

• A solid grasp of project management principles is advantageous.

• Experience with Python or Shell scripting is a plus.

🏝️ Benefits

• Healthcare.

• Retirement planning.

• Paid volunteering days.

• Wellbeing initiatives.

• Equal opportunities and reasonable accommodations for religious practices, mental health, or physical disability needs.

• Fundraising and volunteering opportunities through the LSEG Foundation.