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customer Experience Support Engineer [technical Support] - Remote Eligible

Assist Japanese customers by resolving technical issues and providing personalized support
Tokyo
Junior
yesterday
Screenhero

Screenhero

Screenhero was a collaborative screen sharing application with multiple mouse pointers, later acquired by Slack for integrated team communication.

Customer Support Representative

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword—it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? Agentforce is the future of AI, and you are the future of Salesforce.

At Slack, we consider Customer Experience essential to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one.

This is a role that requires a broad skill set to be successful. Not only will you be directly responsible for keeping Slack's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights and to test new features before release to help us build the most compelling product for our customers.

What you'll be doing:

  • Effectively resolve enquiries from our Japanese customers via Email and Chat in a considerate, accurate, and timely manner. Supporting customers in Japanese will be the main focus, but also occasionally provide support to the customers in Korea as well as managing internal communications in English.
  • Compose thoughtful, personalized responses for a variety of customer requests.
  • Triage incoming requests and spot trends in customer issues to flag for the wider team.
  • Identify, reproduce, and document bugs for our engineering teams.
  • Collaborate with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback.
  • Make active contributions to help achieve team goals and successes.
  • Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

What you should have:

  • Fluency in Japanese (speaking, reading, and writing) is required.
  • For English, you should have business-level proficiency (both verbal and written).
  • Business-level Korean is not required but would be a huge plus.
  • Previous experience in technical support, desktop support, or a similar role, specifically with customer support for a web-based software.
  • Strong knowledge on OAuth, Single Sign On, software development life cycle, and/or network.
  • Working knowledge of Windows/Linux/Mac OS and mobile device products and their operating systems.
  • A keen attention to detail and strong problem-solving skills.
  • A deep care for customer support and its role in a customer-centric team's success.
  • Hardworking and eagerly embrace the challenge of solving problems, both with software and through soft skills.
  • Curiosity about technology and software and how customers use the product.
  • Empathy and enjoy teaching customers at all levels of technical proficiency.
  • A track record of making sound decisions in line with managing your time and prioritizing responsibilities.
  • Self-aware and open to adapting to changing environments.
  • Resourceful, flexible, hold yourself accountable, and persevere in the face of obstacles.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • A phenomenal team player and willing to put others first.
  • Follow through on your commitments (and are honest when something is beyond your expertise) and possess strong, confident, and exacting communication skills, particularly in writing.
  • A university degree or equivalent professional experience.

Bonus Points:

  • Experience working in some form of technical support.
  • Experience working in a global environment with colleagues in multiple countries.
  • Proficiency in Korean.
  • Working knowledge of APIs and how to call them using cURL and/or a tool, along with practical experience supporting customers who use them.
  • Coding knowledge in popular programming languages, such as Java, JavaScript, Python, or other scripting languages.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future—but to redefine what's possible—for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications—without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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customer Experience Support Engineer [technical Support] - Remote Eligible
Tokyo
Engineering
About Screenhero
Screenhero was a collaborative screen sharing application with multiple mouse pointers, later acquired by Slack for integrated team communication.