Technical Support Engineer Job at Klaxoon (Tokyo)

Technical Support Engineer

Klaxoon

Location:
Japan , Tokyo

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Job Responsibility:

Answer first-level incoming customer support requests in a fast-paced environment via phone, email, or chat
Assist customers who request support ranging from product questions to troubleshooting
Support ongoing management and retention activities, including research to resolve the root cause of the issue or problem
Identify the best approach for retaining business based on the client’s situation
Help investigate and drive to resolve issues that range from answering product questions to providing basic and complex technical support
Maintain and develop efficient cross-team collaboration related to customer needs
Collaborate with product teams and engineers to achieve efficient resolution of technical issues
Provide instructions and answer questions on application/product use
Help educate colleagues and teammates on technical cases
Keep current with product knowledge regarding features and functionality
Record details of interactions into Support’s Ticket Management System
Participate in customer-centric projects, as well as internal process improvements

Requirements:

Fluency in English (business english / B2+) and Japanese (Native or JLPT N1/ C1+) language with excellent verbal and written communication skills
Customer facing role experience (e.g. Tourism, IT or English teaching)
Strong analytical, critical-thinking, and self-learning skills with the ability to adapt in a fast-paced, changing environment
Customer-oriented mindset with a strong focus on delivering an outstanding customer experience
Willingness and ability to learn constantly
A University Degree or broad theoretical job knowledge acquired through higher education
Technical literacy, understanding of computing (Mac & PC), networking basics, web browsers, troubleshooting, and internet security concepts
Willing to work 09:00-17:00 JP time zone

Nice to have:

Experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing (technical) roles
Understanding of Software-as-a-Service (SaaS)
Ability to build customer empathy and rapport under exciting circumstances
Ability to understand, interpret and communicate complex technical information in user-friendly ways
Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs
Ability to excel in a data-driven, metrics-oriented environment
You are highly organized and great at keeping track of large and small tasks
Ability to thrive in a collaborative environment to reach team goals ahead of individual goals

What we offer: