• Palo Alto, Other
• Others
• 80K-100K
• Full Time regular employee
•  9:00-18:00

Job Description

【Responsibilities and Duties】
-Liaison between Dev. team in Japan and US Sales team
  ●Bridge the communication between our development team in Japan and the sales team in the United States, ensuring that technical insights from the development team are effectively conveyed to the sales team, and vice versa.
-Technical Sales Support
  ●Address technical inquiries from the sales team/clients. Assist sales representatives in understanding product features, benefits, and limitations.
-Customer Success
  ●Understand their needs, troubleshoot any issues, and guide them toward successful product adoption
  ​​​​​​​●Maintain a relationship, and support customers as they transition from sales prospects to active users of our products. Focus on customer loyalty and building close long-term client relationships, and stay with the same customers as long as they continue to work with us.
-Sales Operations
  ​​​​​​​●Optimize efficiency to support the sales team in achieving targets. Streamline sales processes, including order management, contract handling, etc.
-Tracking product feature requests and development progress
  ​​​​​​​●Act as a bridge between US customer needs and the Japan development team, keep a close eye on new feature schedules and convey necessary updates to the sales team.
-Escalate/Correspondence technical questions/issues raised by Customer Support team
  ​​​​​​​●Escalate complex technical queries raised by the customer support agent to the Japan helpdesk, keep track of escalated cases, and give necessary instructions to the customer support agent.
-Security Q&A support
  ​​​​​​​●Assist customers with security-related inquiries, which have been rapidly increasing recently. Escalate complex inquiries to Japan helpdesk and be a liaison between Japan team and the sales team.
-Product Documentation
​​​​​​​  ●Prepare Manuals and Sales materials
​​​​​​​​​​​​​​​​​​​​​​​​​​​​  ●Work with US Legal advisor, Japan legal team and Dev team to prepare localized  ToU, T&C, White Paper, EULA, Statements etc.
  ​​​​​​​​​​​​​​●Update user manuals, technical documentation, and sales collateral. Ensure that materials are accurate, comprehensive, and user-friendly.
-Website and Re:Amaze (CS portal) FAQ update
  ​​​​​​​​​​​​​​​​​​​​​●Maintain and update articles (both internal and external) of the Pocketalk customer support portal. Keep FAQs current, addressing common queries and troubleshooting steps.
-New product launch support
​​​​​​​​​​​​​​​​​​​​​  ●Coordinate cross-functional efforts, from sales to customer support, to ensure successful introductions. Assist with technical inquiries with the new product.

【Qualifications and Skills】    
-Technical Background:
   ​​​​​​​​​​​​​​​​​​​​​●Understanding of device software (e.g., Android), networks, and security (a plus).
-Deep Troubleshooting Knowledge:
   ​​​​​​​​​​​​​​​​​​​​​●Proficiency in resolving technical issues related to device, Wi-Fi, and networks.
-Customer Support Experience:
   ​​​​​​​​​​​​​​​​​​​​​●Previous work in the IT industry providing customer support.
-Bilingual Skills:
   ​​​​​​​​​​​​​​​​​​​​​●Strong proficiency in both spoken and written Japanese and English.
-Translation Comfort:
   ​​​​​​​​​​​​​​​​​​​​​●Ability to translate technical terms between Japanese and English.
-Effective Liaison:
   ​​​​​​​​​​​​​​​​​​​​​●Possessing a good personality for bridging communication gaps.
-Adaptability:
   ​​​​​​​​​​​​​​​​​​​​​●Willingness to learn about new products.

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