Remote Customer Support Advocate

Summary

The job is for a Customer Support Advocate at Canary Technologies, a fast-growing enterprise hospitality technology company. The role involves troubleshooting and solving customer inquiries, ensuring customer satisfaction, and collaborating with team members. The position requires fluency in Japanese and English, previous experience in a customer service or technical support role, excellent communication skills, strong problem-solving skills, and effective time management skills.

Requirements

• Fluent in Japanese and English
• Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company preferred
• A customer-focused attitude with a genuine desire to help customers
• Excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers
• Strong problem-solving skills and a proactive approach to finding solutions to technical issues
• Willingness to work collaboratively in a team environment and learn from others
• Effective time management skills and the ability to handle multiple tasks simultaneously

Responsibilities

• Respond to customer inquiries via phone, email and chat. Conduct initial troubleshooting to diagnose and resolve technical issues and answer product questions
• Interact with customers professionally, patiently, and empathetically, actively listening to their concerns and providing clear and concise instructions and solutions
• Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution
• Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions. Provide feedback when resources are outdated or lacking key info
• Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication
• Educate customers on basic product functionality, features, and best practices to help them make the most of their Canary products
• Collaborate closely with team members and cross-functional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfaction

Benefits

• Canary Days as company holidays
• Self Improvement Club meetings and $75 expense towards personal goals
• Fireside Chat meetings
• $50 reimbursement for booking a trip at a hotel that uses Canary Check-in and leaving a review on TripAdvisor/Google
• $500 travel reimbursement for visiting Canary Technologies offices in New York, San Francisco or Dallas