Customer Service Technical Specialist

Join our APAC regional team as a Customer Service Technical Specialist.
You will be the first point of contact of our customers across Asia Pacific, addressing customer inquiries and offering solutions for basic technical issues, ensuring an exceptional cusotomer service experience. This role is essential in initiating the support process and ensuring customer satisfaction from the outset.
This is a Full-time Permanent position, based in Macquarie Park, Sydney (hybrid working, working from home 3 days per week) #LI-Hybrid

ABOUT THE ROLE
Respond to customer inquiries via telephone or email.
Troubleshoot basic technical issues related to our products and services.
Record and document customer interactions and technical issues.
Provide clear and concise instructions to customers for problem resolution.
Escalate complex issues to higher-level specialists or appropriate departments.
Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
Follow up with customers to ensure issues are resolved satisfactorily.
Participate in training sessions to improve technical support skills.
Provide feedback to improve support documentation and processes.

ABOUT YOU
3+ years experience in a customer service role or tech support role
Customer Communication: Ability to communicate effectively with customers to understand their technical issues.
Basic Troubleshooting: Skills to identify and resolve basic technical problems.
Documentation: Ability to accurately record and maintain details of customer interactions.
Product Knowledge: Familiarity with the company's products and basic functions.
Time Management: Efficient in managing time to handle multiple customer inquiries.
Basic Technical Tools: Proficiency in using customer support software and tools.
Problem Escalation: Understanding when and how to escalate issues.
Customer Follow-Up: Ability to follow up with customers to ensure problem resolution.
Language: Japanese language proficiency is highly preferred (spoken and written).
WHAT WE OFFER
Hybird Work Arrangement & Work from Anywhere
Parental leave benefits that exceed legislative requirements
Health Insurance & Wellness Programme
Learning and Development Progra