Customer Support Specialist (Japan)

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

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 remote position for candidates based in Japan. Once our office in Tokyo is established, the expectation is for the role to transition to an in-office arrangement. Candidates should be comfortable with this transition and be located within commuting distance of the future office location.

What you’ll get:

• Career growth. With market-leading training 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 information

• Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues

• Identify, evaluate and resolve customer computer, system, server and user related issues

• Document issues and resolution progress

• Educate/train internal team members on processes, products and technical escalations

• Educate/train customers on solutions current status, delivery alternatives and announced updates

• Enhance program and product awareness with focused messaging

• Identify and propose potential system and customer relationship enhancements, including upsell opportunities

• Interpret and communicate specialized technical material into information usable by customers

• Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

What you’ll need:

• 2+ years of experience in customer service and software support

• Fluent in business-level Japanese, with the ability to communicate effectively with local Japanese customers, both verbally and in writing

• Strong business-level English communication skills, to collaborate effectively with global team

• Deep understanding of Japanese culture, etiquette, and communication styles

• Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies

• Proficiency in updating and managing CRM; Salesforce preferred

• Training experience with the ability to adapt facilitation style to engage your audience

• Ability to learn and assimilate new information quickly

• Ability to evaluate and define customer and system needs

• Ability to work within a team environment to achieve results

• Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities

• Ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving

• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust

• Bachelor’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.

• Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.

• Pay progression based on your performance.

We’re committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX’s career page to find out more information.

We’re an equal opportunity employer, including all disability and veteran status.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!