Japanese Technical Support Associate
New
L
LRNEthics and compliance SaaS
Workable workplace: remoteFull-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 OfficeCustomer support
Requirements
- 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; Japanese proficiency is mandatory.
- Have excellent 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.
- Apply analytical skills to review partner requests and ensure successful delivery of the end product.
- Work professionally with customers who may be frustrated.
- Multitask, manage customer expectations, and identify and report issues before they become critical.
- Pay attention to detail and look for opportunities to improve processes or technology.
Responsibilities
- 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 stakeholders updated on the status of call tickets, requests, projects, issues, and changes using defined systems and processes.
- Update tracking and reporting systems so group statistics can be tracked, managed, and measured.
- Manage customer expectations and escalate issues related to application capabilities when appropriate.
- Prioritize requests based on need and impact, and work with internal stakeholders to address priorities.
- Prepare and present product information in written and verbal forms to help customers understand LRN systems.
- Maintain quality levels for work related to customer requests and maintain ongoing dialogue with customers.
- Collaborate with peers to discuss unique solutions and document them.
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