CS and Technical support

Location Tokyo
Discipline Human Resources and Office Professionals
Job type Permanent
Salary Negotiable
Reference 55882

Customer Care & Technical Support Specialist 

Location: Tokyo, Japan
Employment Type: Full-time
Department: Customer Service / Technical Support

About the Role

We are seeking a Customer Care & Technical Support Specialist who will spend 80–90% of their time on customer care responsibilities and 10–20% on on-site support.
Any on-site assignments require prior approval from the Customer Service Manager to ensure proper coordination and resource planning.

In this role, you will engage with customers daily via email and phone. You will troubleshoot product issues, identify necessary parts replacements, provide product usage guidance, and arrange service visits when needed.

Key Responsibilities

Customer Care & Technical Support

  • Serve as the primary point of contact for technical inquiries from customers and retailers (via phone and email).

  • Provide second-line technical support, including remote troubleshooting and occasional on-site support for complex or escalated issues.

  • Deliver post-sales guidance such as product assembly, operation, and maintenance support.

  • Proactively follow up with customers and retailers to ensure complete resolution and satisfaction.

Collaboration & Process Management

  • Collaborate closely with Product, Sales, and Operations teams to address technical issues efficiently.

  • Escalate unresolved or recurring issues while maintaining ownership of customer and retailer communication.

  • Analyze feedback and recurring problems to recommend product improvements, support process enhancements, and better customer experiences.

  • Share localized market insights and customer feedback with Product teams to inform product development.

Knowledge & Documentation

  • Maintain accurate records of all customer and retailer interactions, issues, and resolutions.

  • Create and update internal support documentation, FAQs, troubleshooting workflows, and guides.

  • Contribute to the development of self-service materials and internal knowledge-sharing resources.

Ideal Candidate Profile

  • Experience in customer support or technical support is a plus.

  • Strong interest in learning technical products and troubleshooting.

  • Excellent verbal and written communication skills.

  • Ability to collaborate across departments and drive issues to resolution.

  • Strong analytical skills and ability to identify areas for improvement.