Client Support Specialist (Japanese Bilingual)

Optro

13d • Remote

About The Position

Optro is seeking a Client Support Specialist to join their team and help propel the company to be the category-defining global platform for connected risk. In this role, you will be on the front lines, connecting with clients, guiding them through technical challenges and ensuring they have an exceptional experience with the Optro platform. This role requires strong problem-solving skills and a passion for helping people.

Requirements

• C1 or Advanced - High Japanese and English language proficiency (must have)
• Ability to work APAC weekday hours (9AM-6PM Japan Standard Time) (must have)
• 3+ years in a customer support role at a SaaS or a technology company (must have)
• Bachelor's degree or commensurate combination of education and experience
• A natural self starter with the ability to analyze and troubleshoot in order to resolve problems quickly
• Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications
• Demonstrated ability to own cross-functional relationships with internal teams to drive issue resolution for customers

Nice To Haves

• Familiarity with helpdesk ticketing system; Zendesk experience a plus
• Accounting & Audit knowledge is a plus

Responsibilities

• Respond to client’s product functionality questions and provide technical troubleshooting through email, live chat, and scheduled live video sessions.
• Learn the Optro platform inside and out to provide clear, effective guidance on product features and functionality.
• Work closely with engineering and product teams to escalate issues and provide valuable client feedback, driving product improvement.
• Utilize advanced AI tools and internal knowledge bases to quickly draft responses, summarize tickets, and identify key client issues.
• Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level