Technical Support Associate- Japanese

Position:   Japanese Technical Support Associate

Location: Philippines

About the company

The company is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, the company is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, the company helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

About the role

The company’s Managed Services team is a revenue generating team. We perform activities on customers’ behalf on the company’s proprietary applications. We also work with customers’ program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes.

Requirements

What you'll do

• Provide support to internal and external customers on all aspects of the company’s proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)

• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.

• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.

• Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer.

• Escalate issues related to capabilities where appropriate.

• Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.

• Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of the company's systems.

• Maintain quality levels for all work related to customers’ requests.

• Ensure there is an ongoing dialog between the company and each customer with whom the Partner Assistance Center team member is working.

• Collaborate with peers to discuss unique solutions and to document them.

• Perform other duties as assigned.

What we're looking for

• Bachelor’s Degree

• 3-4 years of L2/L3 level experience in a customer facing role in an application support environment.

• Proficient in Japanese language (Written and spoken)- Mandatory

• Excellent communication skills in English. This position requires above par skills to write and speak in English.

• Extensive experience in supporting enterprise customers based in US and Europe.

• Familiarity with HTML and CSS.

• Familiarity with Learning Management Systems

• Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.

• Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.

• This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.

• An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.

• Ability to consistently spot and report issues before they reach a point of becoming critical.

• A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.

• Must have an inherent attention to detail

Benefits

The company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.