Senior Client Services/Customer Support Analyst, Japanese Language Support

S&P Global

Customer Support Analyst providing first-class support for S&P Global's Japanese and APAC customers. Resolving technical issues and ensuring high satisfaction while maintaining product expertise.

Posted 4/23/2026full-timeTokyo • 🇯🇵 JapanSeniorWebsite

About the role

Key responsibilities & impact

Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value.
Resolve customer queries via email, phone, live chat, and Salesforce cases , covering technical, functional, and market/data questions within agreed SLAs
Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement
Escalate complex or high-impact cases to Level 2 support teams with clear context, urgency, and supporting details
Build deep expertise in an assigned product area and become a “go-to” specialist for Japanese customers and internal stakeholders across APAC
Act as a key point of contact for product operational changes , participating in scheduled product meetings and coordinating required actions
Provide weekly updates on product support themes, ongoing projects, and operational status in departmental meetings as deem necessary

Requirements

What you’ll need

Fluent Japanese and English (verbal and written) — Essential requirement
Customer support experience with strong phone communication and problem-solving skills
MS Excel proficiency and ability to work with Salesforce and call management systems
Excellent organizational skills with ability to multitask in fast-paced environments and manage competing priorities
Product expertise development — ability to learn quickly, troubleshoot effectively, and become a specialist resource for assigned areas
Team collaboration and adaptability — reliable, flexible, and able to coach others while working independently and adjusting to changing situations

Benefits

Comp & perks

Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportproblem-solvingtroubleshootingproduct expertise developmentmultitasking

Soft Skills

communicationorganizational skillsteam collaborationadaptabilityreliability