Technical Support Engineer – Japanese Language Support

The OpportunityDo you like solving problems? Are you an analytical thinker with a knack for non-linear logic? Do you enjoy interacting with people? Are you fluent in spoken and written Japanese? As a member of Marketo Support, your goal is to provide fast and friendly world-class support through creative and flexible solutions. The Japanese language Technical Support Engineer based in North America is an extension of our Japanese Support team, and you would be expected to take on Japanese support cases of moderate complexity to provide follow-the-sun coverage for Japanese customers during your business hours. You will work in a software environment, and must be comfortable with computers. We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in SaaS technology and service innovation. 

Responsibilities:

• Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis
• Teach solutions to customers.
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in case tracking system.
• Work with members of other departments/teams to resolve product issues –escalating issues as necessary
• Configure customer systems to meet requirements
• Meet individual case management, SLA, and C-Sat Goals

Required Skills / Experience:

• Fluent in Japanese, both written and spoken; you will be supporting Japanese customers
• Basic English, our internal documentation and training content is in English
• 12+ months Customer Facing Experience, ie. Call center, Customer Service, Retail
• Exceptional problem-solving skills and ability to navigate challenging situations in a professional manner.
• Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers.
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• Demonstrated experience in one or more of the following additional areas: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email Deliverability; CRMs (Salesforce, Microsoft Dynamics CRM); APIs.
• College Degree or equivalent experience
• Able to apply non-linear thinking to problem solving. 
• Familiarity with SaaS solutions is preferred

Marketo is an Equal Opportunity Employer.