Responsibilities
- Provide technical support to product administrators via a ticket management system while respecting committed SLAs
- Effectively communicate with customers across multiple channels; correspondence, live chat, screen sharing and phone support
- Troubleshoot, isolate, reproduce, investigate and log customer issues while utilizing internal engineering level technical tools
- Collaborate with multidisciplinary teams such as engineering and product to ensure swift resolution and customer satisfaction
- Handle multiple simultaneous investigations with an average ticket load of 20-25 per day
- Perform escalation management on call duties. Handle internal and external escalations raised by partners and product administrators for existing customer cases
- Execute incident management on call duties by triaging issues and publishing status page updates
- Identify trends and patterns, along with topics outside of the support scope, and escalate to the respective teams
- Utilize multiple internal knowledge sources along with externally available resources to communicate effectively with customers
- Adhere to the company’s privacy and security standards and be extremely vigilant assessing level of privacy when sharing information externally
- Identify inefficiencies and opportunities in both external and internal support workflows
- Fluency in both English and Japanese due to working with clients located in Japan
Required Skill Set
- Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Single Sign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM
- Minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone
- Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite and ticket management software (e.g. Zendesk, Salesforce, etc)
- Self managing with the ability to problem solve and provide effective solutions with minimal supervision
- Capability to absorb high volumes of information across multiple resources (technical documentation and product information)
- Demonstrated ability to work with a sense of urgency and prioritize between 20-25 complex tickets daily based on customer impact and SLAs
- Strong critical thinking and analytical skills to isolate, investigate, reproduce and resolve hardware and software issues while leveraging engineering level troubleshooting tools
- Ability to understand, assess and identify issue trends and impact at a customer account level
- Collaborative interpersonal skills with experience working in a cross-functional team environment
- Multifaceted with the ability to thrive in a fast-paced environment while maintaining a high level of attention to detail on customer cases
- Agile with swift adaptation to constant product and process changes
- Confident verbal and written communication skills; excellence in empathy and rapport building
- Strong cultural awareness and sensitivity, with the ability to understand and respond appropriately to various cultural and language signals
- Diligence to follow processes, procedures and provide feedback for improvement opportunities
- Previous background working in a support tiered model
Preferred Skill Set
- Previous experience supporting hardware and software products for enterprise customers (MDM/ MAM + hardware device support)
- Familiarity with basic e-commerce and billing workflows
