Technical Support Associate - Japanese

New

LRNEthics and compliance SaaS

Location: PhilippinesFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Proficient in Japanese language (Written and spoken)- Mandatory; Excellent communication skills in English. This position requires above par skills to write and speak in English.
Experience: 3-4 years of L2/L3 level experience in a customer facing role in an application support environment.
Required Skills: HTMLCSSMicrosoft ExcelMicrosoft Office SuiteCustomer support

Hold a Bachelor’s Degree.
Have 3-4 years of L2/L3 experience in a customer-facing application support environment.
Be proficient in written and spoken Japanese; this is mandatory.
Have strong written and spoken English skills.
Have extensive experience supporting enterprise customers based in the US and Europe.
Be familiar with HTML and CSS.
Be familiar with Learning Management Systems.
Have expertise in Microsoft Office Suite, especially Excel, and be able to understand and handle CSV files.
Use analytical skills to review partner requests and support successful delivery.
Work professionally with customers who may be frustrated.
Multitask, manage customer expectations, and identify and report issues before they become critical.
Show attention to detail and look for opportunities to improve processes or technology.

Provide internal and external customers with support for LRN’s proprietary applications, including campaign setup, system-generated emails, reporting, user data management, and customization.
Keep internal and external stakeholders updated on call tickets, requests, projects, issues, and changes.
Update tracking and reporting systems so group statistics can be tracked, managed, and measured.
Manage customer expectations, escalate capability-related issues where appropriate, and prioritize requests based on need and impact.
Advocate for field personnel and external customers, and work with internal stakeholders to address priorities.
Prepare and present product information in written and verbal forms to help customers understand LRN system capabilities.
Maintain quality levels for work related to customer requests and ensure ongoing dialogue with customers.
Collaborate with peers to develop and document solutions.

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