Technical Support Associate, Japanese

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LRN

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1994

📋 Compliance

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2018-12

Compliance • SaaS • Enterprise

LRN is a company that provides comprehensive ethics and compliance management solutions designed to inspire ethical, compliant workforces. The company's flagship platform, Catalyst, offers tools for E&C (Ethics and Compliance) program management, employee engagement, and analytics. LRN supports organizations in implementing effective training modules on topics such as anti-bribery, anti-harassment, anti-money laundering, and data privacy. Their mission is to empower organizations worldwide to advance ethical practices and regulatory compliance through innovative software, training, and analytics. LRN is trusted by over 3,000 organizations globally, helping them monitor KPIs, drive strategic decisions, and boost program effectiveness.

📋 Description

• Provide support to internal and external customers on all aspects of LRN’s 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.

🎯 Requirements

• 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

🏖️ Benefits

• Excellent medical benefits, including family plan • Paid Time Off (PTO) plus India public holidays • Competitive salary • Combined Onsite and Remote Work