Japanese Speaking Tech Support Advocate

Summary

Join Canary Technologies, a fast-growing hospitality tech company, as a Customer Support Advocate! This integral role involves providing first-line support to customers, troubleshooting technical issues, and ensuring customer satisfaction. You will be the primary point of contact for customers, resolving inquiries via phone, email, and chat. The position requires fluency in Japanese and English, prior customer service experience, and excellent communication skills. Canary offers a supportive team environment and unique benefits like Canary Days (monthly company-wide days off), a Self Improvement Club budget, professional development opportunities, and travel reimbursements.

Requirements

• Be fluent in Japanese and English
• Have previous experience in a customer service or technical support role
• Possess a customer-focused attitude with a genuine desire to help customers
• Have excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers
• Possess strong problem-solving skills and a proactive approach to finding solutions to technical issues
• Be willing to work collaboratively in a team environment and learn from others
• Have 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 Provide feedback when resources are outdated or lacking key info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
• Meet or exceed established performance metrics, including response and ticket resolution times

Preferred Qualifications

Have experience in a B2B or SaaS company

Benefits

• Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off
• Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals
• Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization
• Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
• Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay