Full-Time Customer Success Associate

As Customer Success Associate, you will utilize a variety of software tools to communicate with clients and tech teams, reproduce and capture errors, as well as communicate effective solutions in a fast-paced environment. You will be required to run commands, diagnose issues, provide solutions to clients, gather stakeholder information, reproduce issues, and QA updates.

What you will do

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
• Investigate, reproduce, and troubleshoot errors
• Clearly communicate and set expectations with key stakeholders
• Serve as the internal and external point of contact on customer escalations
• Ensure that customer issues are resolved within the predetermined SLAs
• Create documentation and troubleshooting guides as well as documentation for internal process
• Deliver timely support to customer queries
• Collect information and document defects for resolution
• Provide feedback to the organization so that common or emerging issues can be addressed before they escalate or become widespread
• Assist in testing and confirmation on releases and builds

What we look for

• Business-level English / Japanese language skills
• Ability to communicate clearly with both internal technical teams and external stakeholders/customers
• Basic familiarity with SQL, HTML, and Scripting for troubleshooting
• Should be a self-driven, motivated, and task-driven individual who can learn fast and operate with minimal support
• Experience with Jira, Salesforce, Zendesk, or other customer support tools
• Ability to create step-by-step user guidance and documentation
• Good comprehension skills - ability to clearly understand and address customer issues appropriately
• Intermediate computer skills, familiarity with Google Suite, web and mobile technologies
• Demonstrates or possesses experience in remote or virtual working culture
• Familiarity with the Administration of Content Management and e-commerce system
• Experience with Knowledge Centered Service methodologies
• History of reliability and proven ability to multitask