Description
Responsibilities
• Supporting incoming issues from customers Zendesk ticket system;
• Supporting customers around the world in Japanese and English;
• Providing consultative advice to customers related to the usage of ABBYY products;
• Resolve product issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best steps to solve the problem;
• Maintains leading-edge technical and personal skills. Provides input for team member appraisals and acts as a mentor/role model for others;
• Engages with internal departments to facilitate requests from customers;
• Preparing articles to Knowledge Base;
• Follow communication procedures, guidelines, and policies.
Requirements
• Higher linguistic and/or technical education and advanced PC user;
• Upper-Intermediate (or higher) level of written and verbal English
• Japanese- Intermediate level or higher
• Interest to work and develop in IT/technical support;
• Customer care or similar experience will be a plus;
• Ability to methodically troubleshoot program issues;
• Ability to understand the customer environment, security settings, and how third-party tools integrate into the solution;
• The candidate must demonstrate the ability to be able to quickly and technically correctly find a solution based on the information received from the customer;
• Analytical set of mind;
• Communication skills, empathy (desire and ability to communicate with people);
• High resistance to stress;
• Able to work overtime and/or on holidays, if necessary
• Easy to learn.
Here are some of our local benefits:
• Work as part of a great international team in a cutting-edge AI software company;
• Work remotely;
• Interesting and challenging tasks;
• Self-development opportunities through the ABBYY University platform
• Competitive salary;
• Attractive social package
• 28 days of annual vacation
• Private health insurance
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