Customer Service/Tech Support (expired)

Information Architects Inc.

Company

Information Architects Inc.

Job ID

144175

Location

Chuo-ku, Tokyo, Japan

Post date

Feb 21, 2022

Industry

Internet

Function

Other IT, Internet, Telecommunication

Work Type

Full Time / Experienced (Non-Manager)

Remote work

Available

Salary

Amount not specified

• Negotiable

COMPANY DESCRIPTION
iA is an established design agency that specializes in information architecture and web design. We built our own multi-platform app for writing which is among the leaders in its category.

JOB OVERVIEW
You will be a point of contact for customers of our app, providing support and troubleshooting for any issues they encounter. Strong communication skills and technical competence are necessary. A marketing and sales background to help drive sales with each interaction would be a boon.

Responsibility / Duties:

- Answering customer inquiries over email, and through Twitter/Reddit.
- Responding to customer reviews on the App Stores.
- Updating online and in-app help documentation

Inquiries generally fall into three categories: bug reports, feature requests and app guidance. ("How do I do 'x'?")
Bugs and feature requests are to be logged for the development side to take on board, while guidance responses should be clear and well structured so that the customer can easily follow along.

Further details:

- The salary varies depending on your experience and skills
- Our office is in Tokyo, Chuo-ku, Bakurocho

Requirements / Skills

- Native-level English
- Professional customer service skills
- Strong writing and communication skills
- Technical proficiency on Mac, iOS, Android and Windows
- Ability to learn quickly and adapt—our app is always changing and evolving, so new issues you've never seen before happen all the time
- Ability to provide coverage over the weekends (swapping for days off during the week)

Welcome skills/experience

- Social media management
- Creating community engagement
- Japanese is desirable for inter-office communication but not essential for the role itself
- Sales and marketing skills are a big plus