Technical Support Associate, Japanese

This is a fully remote position, open to applicants in India.

📋 Description

• Assist both internal and external customers with all features of LRN’s proprietary applications, which include campaign setup, system-generated emails, system reporting, user data management, and customization.

• Keep both internal and external stakeholders informed regarding the status of call tickets, requests, projects, issues, and changes by utilizing established systems and processes.

• Update essential tracking and reporting systems to ensure group statistics can be monitored, managed, and evaluated effectively.

• Manage internal and external customer expectations, ensuring that capabilities are not surpassed to the detriment of the customer.

• Appropriately escalate issues related to capabilities when necessary.

• Act as an internal advocate for field personnel as well as external customers. Prioritize requests based on urgency and impact, collaborating with internal stakeholders to address these priorities.

• Prepare and deliver product information in both written and verbal formats to assist customers in understanding the capabilities of LRN's systems.

• Maintain high quality standards for all work related to customer requests.

• Ensure continuous communication between LRN and each customer with whom the Partner Assistance Center team member is engaged.

• Collaborate with colleagues to discuss innovative solutions and document them accordingly.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s Degree.

• 3-4 years of L2/L3 level experience in a customer-facing role within an application support environment.

• Proficient in Japanese language (both written and spoken) - Mandatory.

• Exceptional communication skills in English; this position demands superior writing and speaking abilities in English.

• Extensive experience in providing support to enterprise customers in the US and Europe.

• Familiarity with HTML and CSS.

• Understanding of Learning Management Systems.

• Expertise in Microsoft Office Suite, particularly Excel, with the capability to comprehend and manage CSV files.

• Ability to evaluate a Partner request and apply necessary analytical skills to ensure successful delivery of the final product.

• This role requires direct Partner interaction, necessitating a professional approach when working with individuals who may be frustrated.

• A strong capacity for multitasking and managing customer expectations to the satisfaction of all parties involved is crucial for success in this role.

• Ability to consistently identify and report issues before they escalate into critical situations.

• A commitment to continuously examining issues to seek opportunities for process and/or technology improvements.

• Must possess a keen attention to detail.

🏝️ Benefits

• Excellent medical benefits, including a family plan.

• Paid Time Off (PTO) along with public holidays in India.

• Competitive salary.

• Flexible work arrangement combining onsite and remote work.