Technical Support Engineer

• Help customers understand the value of the Product & expand their use of the platform.
• Be reachable by email & live chat (occasionally video call) for our existing customers.
• Work with our CRM portal to provide technical assistance.
• Provide step-by-step technical help.
• Help improve our documentation to reduce the team’s workload, increase the ratio of first-response-resolutions & reduce time-to-close of support tickets.
• Follow procedures for proper escalation of unresolved issues.
• Prepare accurate and timely reports.

Requirements

• 3+ years in a Technical Support or a Solution Architect role for a SaaS product,
• 5+ years of overall work experience.
• Willing to follow through & find answers to ongoing customer problems.
• Ability to work independently, remotely or not.
• Detail oriented, looking at all the possible ways in which a customer may be affected by a problem.
• You love trying out new software & thinking how things can be done better.
• Articulate & personable.
• Bilingual Japanese & English.
• Skilled in writing SQL queries & understanding of databases.
• Familiar with programming & scripting languages. Comfortable with developing simple business logic in one language.
• Well-acquainted with Business Intelligence tools.
• Hands-on familiarity with Cloud services.
• Hands-on experience with help desk software.
• A Bachelor’s Degree in CS or equivalent work experience.