Product Support Specialist- Japanese
LRN Corporation, Japan
Job Description
About LRN
Do you want to use your Product expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.
LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,500 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.
Position: Product Support Specialist
Location: Tokyo, Japan
About the role:
This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. May respond to inquiries regarding a specific or more complex product (e.g. number of products, complex technologies) or a specific customer (based on customer size or revenue tied to the customer, etc.)
Your responsibilities will include:
- Provide Tier 1 support in English via e-mail for customer cases using Salesforce.com and handle incoming calls via the customer service line (95% e-mail, 5% phone support)
- Research requests and confirms expectations with the customer
- Develop product knowledge to resolve customer questions using existing knowledge base, historical records and/or own experience
- Follow established escalation procedures to assign cases to the appropriate level as required
- Analytical skills, attention to detail and consistent follow-through
- Effective interpersonal skills and the ability to work independently and as part of a team
Requirements
- Bachelor Degree Graduate
- 1+ years in a customer service role is highly desired but not required
- Minimum JLPT N3 required (preferred native speaking or N1)
- Strong written and verbal English\Japanese communication required
- Support experience with an emphasis on providing excellent service
- Demonstration of critical thinking skills
- Strong initiative and ability to self-manage
- Excellent written and verbal communication skills
Working Model: Hybrid
Benefits
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.