Japanese Bilingual- Technical Support Associate

Lrn Technology Content Solutions; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lrn Technology Content Solutions is seeking an experienced customer support specialist based in Mumbai to assist enterprise clients with LRNs applications, including campaign setup, system emails, reporting, data management, and customization.

You will coordinate with internal and external stakeholders, track tickets, and ensure quality while maintaining ongoing dialogue with partners. Strong English, Japanese, and analytical skills are essential for success.

Qualifications

• Bachelor’s degree is required.
• 3-4 years of L2/L3 level customer facing experience in application support.
• Proficient in Japanese (written and spoken) – mandatory.
• Excellent English communication skills.
• Experience supporting enterprise customers in US/Europe.
• Familiarity with HTML and CSS.
• Familiarity with LMS platforms.
• Excel expertise and ability to handle CSV files.
• Ability to review partner requests with analytical rigor.
• Able to work professionally with frustrated customers and multitask.

Responsibilities

• Provide support to internal and external customers on LRNs proprietary applications.
• Update stakeholders on ticket status and project changes using defined systems.
• Maintain and report group statistics across tracking systems.
• Manage customer expectations to avoid overpromising capabilities.
• Escalate capability-related issues when appropriate.
• Act as an internal advocate for field personnel and customers.
• Prepare and present product information to help customers understand LRNs systems.
• Maintain quality levels for all customer requests.
• Ensure ongoing dialogue between LRNs and partners.
• Collaborate with peers to document unique solutions and best practices.

Skills

Japanese language proficiency

English communication

HTML

CSS

MS Excel

CSV handling

LMS familiarity

Attention to detail

Multitasking

Analytical skills

Education

Bachelor’s Degree

Tools

HTML

CSS

LMS

Excel

CSV files

Job description

What you'll do:

• Provide support to internal and external customers on all aspects of LRNs proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
• Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer.
• Escalate issues related to capabilities where appropriate.
• Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
• Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
• Maintain quality levels for all work related to customers’ requests.
• Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working.
• Collaborate with peers to discuss unique solutions and to document them.
• Perform other duties as assigned.

What we're looking for:

• Bachelor’s Degree
• 3-4 years of L2/L3 level experience in a customer facing role in an application support environment.
• Proficient in Japanese language (Written and spoken)- Mandatory
• Excellent communication skills in English. This position requires above par skills to write and speak in English.
• Extensive experience in supporting enterprise customers based in US and Europe.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems
• Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
• Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
• This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.
• An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.
• Ability to consistently spot and report issues before they reach a point of becoming critical.
• A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
• Must have an inherent attention to detail