Tech Support (Fluent in Japanese) (Position located in Tokyo, Japan)

Job Description

KnowBe4 is seeking a Tech Support professional fluent in Japanese for a position located in Tokyo, Japan. The Tech Support position is the first line of contact for customer support, responsible for resolving a wide range of product-related issues and inquiries. This role focuses on providing excellent customer service, troubleshooting KnowBe4 products, and ensuring timely resolution of support tickets.

The ideal candidate combines strong technical and time management skills with effective communication abilities to assist customers, collaborate with internal teams, and contribute to overall product improvement.

Responsibilities:

• Assist in the implementation and configuration of KnowBe4 products
• Collaborate with Product team by providing customer feedback for product enhancement
• Communicate directly with customers to gather details as needed to fully define issues or requests
• Work with CSM team to swiftly resolve customer issues
• Investigate and document technical issues
• Manage ticketing queue, ensuring timely resolution of reports and requests
• Apply troubleshooting skills to assist customers with product-related issues
• Conduct technical walkthroughs and webinars of KnowBe4's products
• Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues

Qualifications:

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Minimum of 1 year experience in similar or related position
• Two-year degree preferred
• Familiarity with firewall and email protocols is preferred
• Excellent verbal and written communications
• Fluent in Japanese
• Highly organized and result-oriented
• Excellent time management and organization skills
• Can demonstrate technical troubleshooting and analysis ability
• Can demonstrate integrity, accountability, respect and commitment
• Strong collaborative and teamwork skills
• Must be able to work with minimal supervision

Benefits:

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• Relaxed dress code