Customer Support Engineer, Matterport - Tokyo

About the role

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. ABOUT MATTERPORT Matterport, part of the CoStar Group, is leading the digital transformation of the built world. Our ground-breaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 177 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing. Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing. Learn more about Matterport. ROLE DESCRIPTION Matterport is looking for an enthusiastic Customer Support Engineer who will provide excellent, high-touch support for SMB and Enterprise customers alike. In addition to working with customers, the Senior Support Engineer will work closely with QA, Product, Engineering, and Finance team members to help identify and resolve issues in Matterport products.

Responsibilities

• You will have the responsibility of researching, resolving, and recording all levels of questions from Japanese and international customers via phone, email, and chat channels, while following procedures for case management and escalation to resolve customer issues in a timely way.
• Contribute Best Practices and guidelines to continuously improve the production quality and capacity of Matterport software and service offerings.
• Come up with unique solutions to tough problems yet maintain the company's goals and branding.
• Maintain a high level of customer satisfaction through case surveys with all Customers including Enterprise level.
• Be a product expert and coach team on complex case handling.
• Liaise with cross functional teams and communicate product and policy updates.
• Onboard new members and train existing team members on new features.
• Represent customer issues to the product team.
• Determine severity, frequency, and possible workarounds of complex issues.
• Work with QA/Software/Hardware as needed to assess steps to issue resolution.
• Contribute to the creation of department procedures and processes.
• English-to-Japanese localization of technical support documents and customer service instructional contents . Assist the localization and translation review of product manuals, product websites, and product UI for functional teams.
• All other duties as assigned

Requirements

• Bachelor's degree or equivalent experience required.
• Fluent, business level, Japanese and excellent English written, verbal and presentation skills .
• 7+ years working directly with customers in a technical contact centre environment.
• Comfortable troubleshooting problems with customers over the phone and via email/chat in Japanese and English languages
• Possess a broad range of technical knowledge.
• A quick learner who will take ownership and has strong, yet empathetic communication skills.
• Able to handle multiple priorities at a time, be very flexible, and work well with others with minimum supervision.
• Able to take initiative and succeed under pressure in a fast paced, dynamic environment.
• Have a proven track record with customer-facing support and escalation management of critical applications.
• Strong communication and collaboration skills, within the immediate team and with other cross functional teams.
• Familiarity with support-ticketing systems, i.e Salesforce.
• Familiarity with bug-tracking systems i.e JIRA.
• Living in Tokyo or adjacent cities where commutation to Tokyo (Toranomon) office is possible.
• Experience which would be ideal, but not required:
• History of working in the 3D space
• Industry knowledge of CAD/BIM
• Knowledge of basic Linux command line interface commands
• Prior experience with startups, or a high level of flexibility in a loosely-structure

Benefits

Additional Information

Customer Support Engineer, Matterport - Tokyo Job Description COSTAR GROUP - CUSTOMER SUPPORT ENGINEER, MATTERPORT - TOKYO

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