Customer Support Specialist (Japan)

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact.Our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform. We create better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.As a Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions. In addition to managing product support tickets, phone calls, and emails, you will also assist internal employees with onboarding, support and process development. Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth!This role will begin as a fully on-site position for candidates based in Japan. Once team is established, the role can transition to hybrid. Candidates must be located within commuting distance of Tokyo office location.What you’ll get: Career growth. With market-leading training, an opportunity to learn and experiment with AI, and an unwavering commitment to owning your career plan, you can grow your career to new heights.Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home.Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.What you’ll do:Manage customer support tickets, calls and emails within service level agreement requirements, including confidential informationManage technical escalations with consistency and care, implementing new tactics to de-escalate issuesIdentify, evaluate and resolve customer computer, system, server and user related issuesDocument issues and resolution progressEducate/train internal team members on processes, products and technical escalationsEducate/train customers on solutions current status, delivery alternatives and announced updatesEnhance program and product awareness with focused messagingIdentify and propose potential system and customer relationship enhancements, including upsell opportunitiesInterpret and communicate specialized technical material into information usable by customersWork with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature designAdvance NAVEX's goals and operational effectiveness by learning and using AI-based toolsWhat you’ll need:2+ years of experience in customer service and software supportFluent in business-level Japanese, with the ability to communicate effectively with local Japanese customers, both verbally and in writingStrong business-level English communication skills, to collaborate effectively with global teamDeep understanding of Japanese culture, etiquette, and communication stylesProficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologiesProficiency in updating and managing CRM; Salesforce preferredTraining experience with the ability to adapt facilitation style to engage your audienceAbility to learn and assimilate new information quicklyAbility to evaluate and define customer and system needsAbility to work within a team environment to achieve resultsAttention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on prioritiesThe desire to learn, explore and experiment with AI toolsA commitment to ethical and inclusive use of AI in our hiring and workplace practicesAbility to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving while leveraging NAVEX's core valuesBachelor’s degree or equivalent qualification recognized by the Japanese Ministry of Education (MEXT)Our side of the deal: We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals. The starting pay rate for this role is 8,100,000 JPY per annum. Pay progression based on your performance. At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact.We’re an equal opportunity employer, including all disability and veteran status.