Technical Support Associate – Japanese

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

📋 Description

• Offer assistance to both internal and external clients regarding all features of LRN’s proprietary applications, which include campaign configuration, system-generated communications, system analytics, user data management, and customization options.

• Keep both internal and external stakeholders informed about the progress of call tickets, requests, projects, issues, and modifications.

• Refresh tracking and reporting systems to ensure that group statistics are monitored, managed, and evaluated effectively.

• Oversee customer expectations for both internal and external clients, escalating capability-related concerns when necessary.

• Represent the interests of field personnel and external clients; prioritize requests based on urgency and impact while collaborating with internal stakeholders on priorities.

• Create and deliver product information in both written and verbal formats to aid customers in understanding LRN system functionalities.

• Ensure high quality standards for customer-requested work.

• Maintain continuous communication between LRN and each customer supported by the Partner Assistance Center team.

• Work together with peers to develop innovative solutions and document them accordingly.

• Carry out additional duties as assigned.

• LRN offers ethics and compliance SaaS solutions, with the Managed Services team conducting customer activities within LRN’s proprietary applications.

⛳️ Requirements

• Bachelor’s Degree.

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

• Proficiency in the Japanese language (both written and spoken) is essential.

• Exceptional communication skills in English are required, with a need for superior writing and speaking abilities.

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

• Knowledge of HTML and CSS is preferred.

• Familiarity with Learning Management Systems.

• Proficiency in Microsoft Office Suite, particularly Excel; must be capable of understanding and managing CSV files.

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

• This role entails direct contact with Partners; the capability to interact professionally with potentially frustrated individuals is crucial.

• A natural ability to multitask and manage customer expectations to the satisfaction of all parties involved is vital for success in this position.

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

• A commitment to continuously evaluate issues, seeking opportunities to enhance processes and/or technology.

• Must possess a keen attention to detail.

🏝️ Benefits

• Equal opportunity employer.

• Inclusive environment.

• Commitment to diversity.