Customer Support Representative, APAC
Keeper Security, Inc., Japan
Job Description
Join a globally expanding cybersecurity leader as Keeper Security seeks a passionate Customer Support Representative to contribute knowledge and expertise to our growing team in Tokyo, Japan. Candidates must be able to work from our Tokyo, Japan office.
Keeper’s cybersecurity software is trusted by millions of users and thousands of organizations, globally. Join one of the fastest growing cybersecurity companies and gain valuable skills while providing best-in-class technical support to Keeper customers.
About Keeper
Keeper Security APAC ("Keeper") is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our next-generation privileged access management solution deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.
About the Job
As a Customer Support Representative with Keeper, you will handle customer requests and feedback via phone and email through Salesforce (including troubleshooting and real time assistance). The Customer Support Representative will be a highly organized go-getter and problem-solver who seeks to enhance our customer experience by delivering accurate, quick and professional assistance.
Responsibilities
- Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns
- Effectively communicate with customers in both Japanese and English, through writing and speaking
- Coordinate and conduct training and onboarding for clients
- Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies
- Know when to escalate more in-depth issues to the Tier 2 team
- Provide excellent B2B customer service and top notch support
- Maintain a high level of professionalism with customers and work to establish a positive rapport with each of them
Requirements
- 1+ years of experience in a technical support role
- Salesforce experience
- Experience with Google Docs and MS-office tools
- Native Japanese language and fluent in English (both verbal and written)
- Proven history of maintaining a high level of professionalism with customers
Preferred
- Bachelor's degree
- Technical proficiency with smartphones, tablets and computers
We celebrate diversity and are committed to creating an inclusive environment for all employees.