CoStar Group is looking for a Customer Support Engineer to provide excellent, high-touch technical support for Matterport's SMB and Enterprise customers. You will research, resolve, and record customer questions while collaborating closely with QA, Product, Engineering, and Finance teams to identify and resolve issues in Matterport products.
What You'll Do
- Research, resolve, and record all levels of questions from Japanese and international customers via phone, email, and chat, following case management and escalation procedures.
- Contribute Best Practices and guidelines to improve the production quality and capacity of Matterport software and service offerings.
- Develop unique solutions to tough problems while maintaining the company’s goals and branding.
- Maintain a high level of customer satisfaction through case surveys with all customers, including Enterprise level.
- Act as a product expert and coach the team on complex case handling.
- Liaise with cross-functional teams and communicate product and policy updates.
- Onboard new team members and train existing members on new features.
- Represent customer issues to the product team.
- Determine severity, frequency, and possible workarounds for complex issues.
- Work with QA, Software, and Hardware teams as needed to assess steps to issue resolution.
- Contribute to the creation of department procedures and processes.
- Perform English-to-Japanese localization of technical support documents and customer service instructional content, and assist with localization review for product manuals, websites, and UI.
What We're Looking For
- A Bachelor's degree or equivalent experience.
- Fluent, business-level Japanese and excellent written, verbal, and presentation skills in English.
- 7+ years working directly with customers in a technical contact center environment.
- Comfort troubleshooting problems with customers over the phone and via email/chat in Japanese and English.
- A broad range of technical knowledge.
- A quick learner who takes ownership and possesses strong, empathetic communication skills.
- The ability to handle multiple priorities, be flexible, and work well with others with minimum supervision.
- The initiative to succeed under pressure in a fast-paced, dynamic environment.
- A proven track record in customer-facing support and escalation management of critical applications.
- Strong communication and collaboration skills within the immediate team and with other cross-functional teams.
- Familiarity with support-ticketing systems like Salesforce.
- Familiarity with bug-tracking systems like JIRA.
- Residence in Tokyo or adjacent cities with possible commutation to the Tokyo (Toranomon) office.
Nice to Have
- History of working in the 3D space.
- Industry knowledge of CAD/BIM.
- Knowledge of basic Linux command line interface commands.
- Prior experience with startups, or a high level of flexibility in a loosely-structured environment.
- History assisting Enterprise-level customers.
Benefits & Compensation
- Employees’ Pension Insurance (KOSEI NENKIN)
- Employees' Health Insurance (KENKO HOKEN)
- Employment Insurance (KOYO HOKEN)
- 18+ days annual leave
- Maternity leave (SANKYU)
- Paternity leave (IKUJI KYUKA)
- Parental leave
- Childcare leave
Work Mode
This is an onsite position located in Tokyo (Toranomon).
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.
