Technical Support Engineer - Japan

Your Impact:

• Answer first-level incoming customer support requests in a fast-paced environment via phone, email, or chat. Assist customers who request support ranging from product questions to troubleshooting.
• Support ongoing management and retention activities, including research to resolve the root cause of the issue or problem. Identify the best approach for retaining business based on the client’s situation.
• Help investigate and drive to resolve issues that range from answering product questions to providing basic and complex technical support when the customer is experiencing difficulty using a product and contacts us through Technical Support lines.
• Maintain and develop efficient cross-team collaboration related to customer needs.
• Collaborate with product teams and engineers to achieve efficient resolution of technical issues.
• Provide instructions and answer questions on application/product use.
• Help educate colleagues and teammates on technical cases.
• Keep current with product knowledge regarding features and functionality.
• Record details of interactions into Support’s Ticket Management System.
• Participate in customer-centric projects, as well as internal process improvements.
• Willing to work 09:00-17:00 JP time zone

Your Qualifications:

• Fluency in English (business english / B2+) and Japanese (Native or JLPT N1/ C1+) language with excellent verbal and written communication skills.
• Customer facing role experience (e.g. Tourism, IT or English teaching.
• Strong analytical, critical-thinking, and self-learning skills with the ability to adapt in a fast-paced, changing environment.
• Customer-oriented mindset with a strong focus on delivering an outstanding customer experience.
• Willingness and ability to learn constantly.
• A University Degree or broad theoretical job knowledge acquired through higher education.
• Technical literacy, understanding of computing (Mac & PC), networking basics, web browsers, troubleshooting, and internet security concepts.

Standout Qualities:

• Experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing (technical) roles.
• Understanding of Software-as-a-Service (SaaS).
• Ability to build customer empathy and rapport under exciting circumstances.
• Ability to understand, interpret and communicate complex technical information in user-friendly ways.
• Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs.
• Ability to excel in a data-driven, metrics-oriented environment.
• You are highly organized and great at keeping track of large and small tasks.
• Ability to thrive in a collaborative environment to reach team goals ahead of individual goals.

Why Join Wrike?

• Growth Opportunities: Clear career progression paths with opportunities to advance into senior account management or leadership roles, based on your performance and goals 
• Life Insurance
• Long Term Disability Insurance
• EAP
• Health Insurance
• Corporate Pension Plan
• Parental Leave
• Volunteer Days
• Workers Compensation
• Commuter Allowance

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