Technical Support Expert

TL;DR

Technical Support Expert (SaaS Troubleshooting): Delivering advanced technical support and resolving complex issues for customers, partners, and internal teams, with an accent on proactive and reactive support for client's products and services. Focus on issue troubleshooting, utilizing support tools, and acting as an advocate for customer needs within the organization.

Location: Hybrid, mostly remote work. Work location (when needed): hirify.global Japan Tokyo Office.

Company

hirify.global is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era.

What you will do

• Deliver proactive and reactive support for customers, partners, and internal teams to resolve issues, address subscription inquiries, and complete technical tasks.
• Provide exceptional technical support for client products and associated services.
• Utilize support tools such as telephone, chat, Salesforce, Jira, G-Suite, browser developer tools, and SQL to solve customer issues.
• Identify product improvements, bugs, and high-impact opportunities to enhance the customer experience.
• Manage communication between client and customers, ensuring timely updates and effective resolution of issues.
• Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction.

Requirements

• Business level in Japanese and English
• Superior oral and written communication skills
• Bachelor of Science degree in Computer Science, Engineering, or related technical discipline, or an equivalent combination of education or experience
• Previous customer-facing role experience with IT topics (e.g., customer support, SaaS troubleshooting experience in a Technical Support capacity, etc.)
• Understanding log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar
• Understanding multibyte-character handling on browser preferable (Only for Japanese)

Nice to have

• Multi-lingual in other client supported languages (French, Portuguese, Japanese, German, Spanish, or Italian)
• Experience with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace, Grafana), and authentication technologies such as SAML and OAuth
• Familiarity with Jira and Salesforce for case management

Culture & Benefits

• Energetic, collaborative and inclusive workplace.
• Opportunity to build the career path that’s right for you.
• Global community with more than 300,000 associates around the world.