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Technical Support Associate (Japanese)

3 months, 2 weeks ago
India
Full-time
Mid Level
Technical Support Engineer
Technical Writing and Documentation
CSS HTML
Apply Now
LRN

LRN

LRN is a global company that provides ethics and compliance program solutions to organizations worldwide. They offer values-based education, advisory services, and integrated solutions to help foster ethical cultures and principled performance in busin...

Professional Services
251-1K
Founded 1994
$30M raised
View All Jobs 3

Description

  • Provide support to internal and external customers on LRN’s proprietary applications, including campaign setup, system-generated emails, reporting, user data management, and customization.
  • Keep internal and external stakeholders updated on the status of tickets, requests, projects, issues, and changes using defined systems and processes.
  • Update tracking and reporting systems so team statistics can be monitored, managed, and measured.
  • Manage customer expectations and escalate issues when requests exceed system or team capabilities.
  • Serve as an advocate for field personnel and external customers while prioritizing requests based on need and impact.
  • Prepare and present product information in written and verbal formats to help customers understand system capabilities.
  • Maintain quality standards for all customer request work.
  • Support ongoing communication between LRN and each customer the team member is working with.
  • Collaborate with peers to identify unique solutions and document them.
  • Perform other duties as assigned.

Requirements

  • Bachelor’s degree.
  • 3-4 years of L2/L3 experience in a customer-facing role in an application support environment.
  • Proficiency in Japanese, both written and spoken, is mandatory.
  • Strong English communication skills, including the ability to write and speak clearly and effectively.
  • Experience supporting enterprise customers in the US and Europe.
  • Familiarity with HTML and CSS.
  • Familiarity with Learning Management Systems.
  • Strong Microsoft Office Suite skills, especially Excel, with the ability to understand and handle CSV files.
  • Ability to analyze partner requests and apply analytical skills to deliver successful outcomes.
  • Professional experience working with frustrated or difficult customers in a direct partner-contact role.
  • Ability to multitask and manage customer expectations effectively.
  • Ability to identify and report issues before they become critical.
  • A desire to improve processes and/or technology by examining issues closely.
  • Strong attention to detail.

Benefits

  • Excellent medical benefits, including a family plan.
  • Paid Time Off (PTO) plus India public holidays.
  • Competitive salary.
  • Combined onsite and remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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