Customer Support Representative, Tier 1
Provides technical customer support by owning escalated issues, troubleshooting and documenting bugs, coordinating with Engineering and Product teams, and coaching support staff. The role requires at least six years of customer support experience and fluency in Japanese and English.
About the job
Responsibilities
- Own and manage escalated customer issue reports.
- Partner with Engineering, Product Management, and Support Leadership to resolve complex technical issues and bugs.
- Become an expert in the product and use available resources to troubleshoot customer issues.
- Replicate and document reported issues and workflows, and explore potential workarounds.
- Provide coaching opportunities for the Support Development team.
Requirements
- Minimum 6 years of customer support experience; additional technical-field experience is preferred.
- Ability to troubleshoot complex technical issues and escalate bug reports.
- Ability to tailor communication style to varying levels of technical understanding.
- Ability to manage multiple cases and communication channels, including email, internal channels, and video meetings.
- Willingness and enthusiasm to learn the product, teach others, and help improve the support organization.
- Effective communication skills across internal teams and stakeholders.
- Fluency in Japanese and English.
Compensation & Benefits
- Competitive salary.
- Comprehensive benefits and perks.
- Cutting-edge AI tools.
- Robust training program and opportunities for growth.
- Inclusive office environment focused on collaboration and connection.
Skills
Customer Support, Technical Troubleshooting, Bug Reporting, Issue Replication, Knowledge Base, Email Support, Video Meetings
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