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Customer Support Agent (Japanese)
Customer Support Agent (Japanese)
Wrike
Customer Support Agent (Japanese)

Customer Support Agent (Japanese)Wrike

Requirements for candidates

You will achieve your best if you have
2+ experience in SaaS technical support, IT Helpdesk, QA and/or customer-facing technical roles.
English and Japanese professional proficiency (C1+min.) with excellent verbal and written communication skills.
Strong self-learning and information processing skills in a fast-paced environment.
Ability to think critically, fix and resolve sophisticated problems in a changing environment, take initiative and identify issues.
Customer-oriented mentality: we do revolve around providing an overall outstanding experience.
Ability to grasp technical issues and understand their impact on the service being delivered to customers.
Willingness and ability to learn constantly.
A University Degree or broad theoretical job knowledge acquired through higher education.
Background in computing (Mac & PC), networking, usage of various web-browsers, PC troubleshooting, firewalls and proxy servers.
Willingness to work early hours (6 am to 2 pm CET). 

You will stand out with
Understanding of Software-as-a-Service (SaaS).
Ability to build customer empathy and rapport under exciting circumstances.
Ability to understand, interpret and communicate complex technical information in user-friendly ways.
Ability to understand customers’ problems, advocate for them within organization and offer a perfect solution for their unique needs.
Ability to excel in a data-driven, metrics-oriented environment.
High organization skills and greatness at keeping track of large and small tasks.
Ability to thrive in a collaborative environment to reach team goals ahead of individual goals.
SAML SSO and API knowledge.
Experience working with tools like MS Teams, GSuite/Google SSO, Office 365/Azure, Adobe Creative Cloud, Salesforce, Workato, Sisense. 

Job description

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Our vision: A world where everyone is free to focus on their most purposeful work, together. 

Ready to become a Wriker?
As a part of our team, you’ll be building relationships with our customers, helping them use the Wrike project management software, and assisting them with any challenges they encounter. This includes answering technical and billing questions, discussing the benefits of the product to help turn prospective customers into paid customers, solving tickets, dealing with complaints, and further developing our knowledge base while working with APAC and EMEA clients during morning hours:

6:00 AM - 2:00 PM (Prague time)

7:00 AM - 3:00 PM (Tallinn time)

7:00 AM - 3:00 PM (Nicosia time)

More about Your team
Our team strives to provide excellent customer service through email, chat and phone. We are friends with both people and computers, and measure our success based on the customer’s success. We aim to make every customer’s story end happily.

How You’ll make an impact
By answering first-level incoming customer support requests in a fast-paced environment via email, chat or phone.
By assisting customers who request support ranging from product questions to troubleshooting.
By maintaining and developing efficient cross-team collaboration related to customer needs.
By collaborating with product teams and engineers to achieve efficient resolution of technical issues.
By providing instructions and answering questions on application/product use.
By helping educate colleagues and teammates on technical cases.
By keeping current with product knowledge regarding features and functionality.
By recording details of interactions into Support’s Ticket Management System.
By participating in customer-centric projects, as well as internal process improvements.

What’s next?
Recruiter screening
Home task
Live chat
Interview with the Hiring Manager

Your recruitment buddy will be Juan Molino, Senior Talent Acquisition Representative.

Who Is Wrike and Our Culture
We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.

Hybrid work mode

Wrike promotes a hybrid work mode and we meet in the office 3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.

Our persona
💡 Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.
💚 Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!
🤗 Approachable: We're friendly, easy to get along with, considerate, and helpful.

Our culture and Value
s
📈 Deliver Business Outcomes

🥇 Be better than the competition

🚀 Move fast. Then, move faster

🤝 Know our customers

🏆 We win together

💪 Have courage

What we offer

Perks of working at Wrike
28 days of paid vacation
Life insurance plan
Sport compensation
Parental leave
Global education support program
2 volunteer days
Employee assistance program
Office lunches

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