Product Support Specialist, APAC – 6-month contract
DoiT International
contract
Posted on:
Location Type: Remote
Location: Japan
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About the role
- Triage, troubleshoot, and resolve customer support requests in a timely and effective manner.
- Guide clients through technical issue resolution via phone, email, and chat.
- Own customer communication for escalated issues, coordinating with internal teams such as Software Engineering and Product Management to ensure resolution.
- Preserve positive customer sentiment and maintain high customer satisfaction (CSAT) through professional and empathetic issue handling.
- Identify recurring customer challenges and develop knowledge base articles, FAQs, and video tutorials to enable self-service.
- Contribute to the creation and maintenance of clear and comprehensive technical product documentation.
- Act as a subject matter expert, sharing product knowledge with other customer-facing teams.
- Support pre- and post-onboarding activities to assist with a seamless customer journey.
- Contribute and improve our product documentation.
Requirements
- 2-4 years of experience in a B2B technical support role within a SaaS environment.
- 1-2 years of hands-on support experience with a major public cloud platform (GCP, AWS, or Azure).
- Proficiency with case management systems (e.g., Salesforce, Zendesk, ServiceNow) and bug tracking systems (e.g., Jira).
- Demonstrated ability to troubleshoot complex software issues with a focus on achieving high customer satisfaction (CSAT).
- Experience with finance or data analytics tools such as Tableau or Domo is highly regarded.
- Exceptional verbal and written communication, interpersonal, and presentation skills in English.
- Strong analytical and problem-solving abilities with a keen attention to detail.
- A natural curiosity and self-motivation to continuously learn and develop professionally.
- Proven ability to prioritize tasks and manage workload effectively in a fast-paced environment.
Benefits
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingcase managementcloud platform supportdata analyticssoftware issue resolutionproduct documentationknowledge base developmentcustomer satisfactionself-service enablement
Soft Skills
communicationinterpersonal skillspresentation skillsanalytical skillsproblem-solvingattention to detailcuriosityself-motivationtask prioritizationworkload management