Technical Support Specialist

At least 2 years experience within a technical support environment; Bachelor’s degree in a related field desirable but not essential.
Excellent verbal and written communication skills
Good technical knowledge
Experience in troubleshooting technical issues and providing solutions
Experience in using tools to technically support customers remotely
Ability to work in a fast-paced and dynamic environment
Ability to work independently and as part of a team
Flexibility to work different shifts, bank holidays and weekends as and when required
Must be bilingual in English and Japanese to a business proficient standard

Provide technical assistance and support to customers via email, chat, or remote access calls / tools
Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
Identify and diagnose technical issues related to our platform and other technical components
Collaborate with Tier 1 support (CSR’s) to resolve more complex technical issues
Escalate issues to Tier 3 support or other teams when necessary
Provide timely updates to customers on the status of their request / issues
Meet individual and team performance metrics (KPI’s) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates
Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes
Participate in knowledge sharing and training sessions with the support team and customers as and when required
Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures