Technical Support Specialist

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

📋 Description

• Provide outstanding customer service to the EIS client community.

• Implement proactive strategies to reduce case volume and enhance resolution efficiency.

• Offer feedback and assistance to Engineers and Developers while nurturing customer relationships.

• Serve as an escalation point for issues in the production environment, delivering consistent guidance for prompt resolution.

• Ensure proper configuration of the Support technology stack and encourage effective utilization among users.

• Interact directly with customers to comprehend their needs and advocate for improvements in the customer experience.

⛳️ Requirements

• Minimum of 3 years in Technical Help Desk, Technical Support, Application Support, Production Support, or a similar role within SaaS or complex software applications or CRM solutions.

• Language proficiency: Japanese and English.

• Experience with ticketing systems for managing and resolving work.

• Ability to stay calm, composed, and articulate in challenging customer interactions.

• Demonstrated ownership, reliability, and accountability.

• Eagerness to learn and improve continuously.

• Strong listening skills, focusing on building solid working relationships with customers while striving for resolution.

• Ability to collaborate effectively across teams or disciplines to address problems.

• Excellent relationship management, customer service, and communication skills in various formats (written, live chat, conference calls, in-person).

• Experience with the administrative aspects of the Support tech stack or related tools. Familiarity with Jira, JSM, EazyBi, Datadog, and similar technologies is preferred. Bonus points if you have initiated a trial and understand the basics.

• Experience providing support to users in a mixed operating system environment with a strong background in Windows and macOS management.

• Basic knowledge of networking technologies such as TCP/IP, OSI, VPN, RDP, and others is advantageous.

• Familiarity with Google Workplace, Slack, EazyBi, Nuacom, and Atlassian products is a plus.

🏝️ Benefits

• Medical insurance

• Company equipment