求人内容

  • Help customers understand the value of the Product & expand their use of the platform.
  • Be reachable by email & live chat (occasionally video call) for our existing customers.
  • Work with our CRM portal to provide technical assistance.
  • Provide step-by-step technical help.
  • Help improve our documentation to reduce the team’s workload, increase the ratio of first-response-resolutions & reduce time-to-close of support tickets.
  • Follow procedures for proper escalation of unresolved issues.
  • Prepare accurate and timely reports.

応募資格

  • 3+ years in a Technical Support or a Solution Architect role for a SaaS product,
  • 5+ years of overall work experience.
  • Willing to follow through & find answers to ongoing customer problems.
  • Ability to work independently, remotely or not.
  • Detail oriented, looking at all the possible ways in which a customer may be affected by a problem.
  • You love trying out new software & thinking how things can be done better.
  • Articulate & personable.
  • Bilingual Japanese & English.
  • Skilled in writing SQL queries & understanding of databases.
  • Familiar with programming & scripting languages. Comfortable with developing simple business logic in one language.
  • Well-acquainted with Business Intelligence tools.
  • Hands-on familiarity with Cloud services.
  • Hands-on experience with help desk software.
  • A Bachelor’s Degree in CS or equivalent work experience.

求人詳細

勤務形態
正社員
職種
Support Engineer
業種
IT


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