Customer Success Support Associate (JP)

·         Respond to request and queries from customers using the company’s products/services in local language or English while ensuring Customer Satisfaction.  Manage and answer Internet-based inquiries from customers via email, live-chat or phone if needed

·         Analyze problems regarding non-functioning software and recommend corrective action. Recommend solutions to customer’s application questions.

·         Provide proactive and reactive customer service to ensure the customer is receiving adequate support from the company.

·         Develop strong working relationships with cross-functional teams across the company and coordinate with various departments within the company to ensure that customer needs are handled in a timely manner.

·         Develop and maintain technical expertise in all the company’s products/services.

·         Research, document, and escalate cases according to procedure or protocols.

·         Champion customer driven feedback to functional areas in order to influence process/product improvements.

·         Develop positive customer (internal and external) relations.

·         Actively participate in job related training.

·         Author or translate technical documents in different languages as needed on common issues and solutions in order to build the knowledge base. 

·         Conduct Technical Tests for existing and prospective customers. Collaboration with Account Management team members to address account-level issues.

·         Assist with technical testing and issue resolution, such as those related to firewalls or media issues with Adobe Flash, Virtual Classroom or our company’s Products/Services may also be necessary.

·         Conduct all customer interactions in a manner that presents the company in a positive light.

·         Assist in the translation, maintenance, and updating of technical documentation associated with the product line.

·         Must be able to troubleshoot software problems and provide quick and effective solutions to resolve issues.

Qualifications:

·         2 to 4 years of equivalent work experience in a fast-paced technical support environment.

·         Excellent verbal and writing communication skills (fluency) in English and Japanese. Written and spoken skills in other language is a plus.

·         Excellent computer skills and familiarity with the Internet and SaaS business model.

·         Must have excellent soft skills and “can-do” attitude.

·         Must be a team player and open to working in a diverse cultural team while maintaining local cultural and policy requirements

·         Proficient with Windows Operating system, Microsoft Excel, Word, Power Point, and Outlook.

·         Should be familiar with multiple web browsers (IE, Firefox, Safari, Chrome) and operating platforms (Windows and Mac).  Device support experience (phones, tablets) a plus.

·         Proven Technical aptitude. Experience or knowledge in software applications along with experience using the Internet and web-based solutions.

·         Working experience in any standard CRM tools, screen-sharing, effective communication, software quality assurance tools and collaboration tools.

·         Superior customer service skills with experience in handling difficult customer situations. Ability to manage multiple projects, set priorities, work independently with changing priorities, and perform under pressure.

·         Ability to work with sensitive and confidential material and possess excellent judgment. Ability to acquire and apply new technical knowledge quickly.

·         Strong Troubleshooting and analytical skills to be able to isolate technical issues for resolution or escalation.

·         Developing networking and protocol knowledge: SMTP, DNS, FTP, SSH, TCP/IP, RMTP. Candidate should be ready to use a script or knowledge base article to explain these protocols along with a fundamental understanding of proxy servers and settings.

·         Strong organizational, time management and prioritization skills.