Customer Experience Support Engineer (Slack)

Salesforce
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Problem-solving","Attention to detail","Communication","Teamwork","Mentorship"]

Provide customer support to Japanese users of Slack via email and chat, ensuring timely, accurate resolutions. Write personalized responses, triage incoming requests to identify issue trends, and reproduce and document bugs for engineering teams. Partner with product development and QA to test features and fixes, sharing meaningful customer feedback to improve releases. Support occasional inquiries for Korea and manage internal communication in English.

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FursaFursa
Salesforce
Salesforce
2 days ago

Customer Experience Support Engineer (Slack)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide customer support to Japanese users of Slack via email and chat, ensuring timely, accurate resolutions. Write personalized responses, triage incoming requests to identify issue trends, and reproduce and document bugs for engineering teams. Partner with product development and QA to test features and fixes, sharing meaningful customer feedback to improve releases. Support occasional inquiries for Korea and manage internal communication in English.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Resolve customer enquiries from Japanese customers via email and chat in a considerate, accurate, and timely manner.
  • •Compose thoughtful, personalized responses for a variety of customer requests.
  • •Triage incoming requests and identify trends in customer issues to flag for the wider team.
  • •Identify, reproduce, and document bugs for engineering teams.
  • •Collaborate with product development and QA teams to test new features and bug fixes, and surface customer feedback.

Key Requirements

  • •Fluency in Japanese (speaking, reading, and writing).
  • •Business-level proficiency in English.
  • •Previous experience in technical support, desktop support, or a similar role providing customer support for web-based software.
  • •Strong knowledge of OAuth and Single Sign On, and/or the software development life cycle and/or network.
  • •Working knowledge of Windows, Linux, macOS, and mobile device operating systems.
Experience:Customer support
Education:Bachelor's
Skills:Problem-solvingAttention to detailCommunicationTeamworkMentorship
Languages:JapaneseEnglishKorean
Tech Stack:OAuthSingle Sign OnWindowsLinuxMacOSAPIsJavaJavaScriptPython

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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