About the Role
Provide frontline customer support to users by resolving inquiries related to technical functionality, account access, and service usage, primarily through written and verbal communication in English and Japanese.
Responsibilities
- Respond promptly to customer inquiries via email and chat
- Diagnose and resolve basic technical issues reported by users
- Escalate complex problems to higher support tiers when necessary
- Maintain accurate records of customer interactions and resolutions
- Assist users with account setup and login troubleshooting
- Guide customers through product features and functionalities
- Follow established procedures for issue documentation and tracking
- Communicate effectively in both English and Japanese
- Adhere to service level agreements for response times
- Provide feedback to improve support documentation
- Stay updated on product changes and updates
- Ensure customer data confidentiality and privacy
- Handle high volumes of support requests efficiently
- Use internal tools to manage tickets and track progress
- Offer clear and concise explanations to non-technical users
- Identify recurring issues and report trends to supervisors
- Collaborate with team members to improve workflows
- Maintain professionalism during customer interactions
- Follow up on unresolved cases until closure
- Support quality assurance initiatives within the team
- Participate in training sessions for skill development
- Adapt quickly to new tools and processes
- Meet performance metrics related to resolution time and customer satisfaction
- Contribute to knowledge base content updates
- Work assigned shifts including weekends if required
Compensation
Not specified
Work Arrangement
Remote
Team
Support team handling customer inquiries and technical issues
Contract Duration
This is a fixed-term position with an expected end date of May 2027. Employment is contingent upon project needs and may be extended based on business requirements.
Language Requirement
Applicants must demonstrate professional proficiency in both English and Japanese. Bilingual abilities will be assessed during the hiring process through written and spoken evaluations.
Not applicable
