プロダクトサポートスペシャリスト/ Product Support Specialist

A global software company is looking for a Product Support Specialist. The selected candidate will resolve complex technical issues, manage escalations, and work with internal teams to improve support quality and customer experience.

Responsibilities:

• Take the lead in troubleshooting and resolving complex technical issues with significant impact
• Own escalated cases and work with the relevant teams through to resolution
• Act as the subject matter expert for critical and strategic customer issues
• Prioritise critical cases, manage escalations, and ensure timely resolution in line with SLAs
• Contribute actively to collaborative problem-solving on complex cases
• Review support patterns and customer feedback, then provide insights to account teams and stakeholders
• Identify and drive improvements based on customer satisfaction, customer effort, and other experience indicators
• Contribute to knowledge-centred support through knowledge creation, review, and publication
• Create technical content proactively to reduce recurring issues and encourage customer self-service
• Provide team members with technical and process guidance
• Mentor and coach junior team members and provide training when needed
• Promote the sharing of expertise and best practices within the team
• Show leadership and provide support for team operations as needed
• Establish strong relationships across Product Development, Customer Success, and other internal teams
• Communicate customer issues, product feedback, risks, and support insights to the relevant stakeholders
• Collaborate closely with Product Development on workarounds, long-term solutions, and improvements to the product
• Communicate complex technical matters in a clear manner to customers and internal stakeholders, including executive-level audiences

Requirements:

• Experience in the resolution of complex technical issues and the management of escalations
• Experience in working with CRM and technical support tools
• Experience in mentoring, coaching, or training
• Knowledge of KCS or of knowledge management
• Strong expertise in technical troubleshooting within manufacturing solutions
• Strong capability in customer communication, presenting, and stakeholder management
• Strong capability in analysis, ownership, and working independently
• Ability to build effective collaboration across multiple teams
• Business level written and verbal Japanese and English

About the Company:

A global software company that develops software, technologies, and services for manufacturing customers. The company supports customers through technical expertise, product improvement, and service enhancement across its solutions.

Keywords:

ソフトウェア, 技術, サポート, 外資系

Job Ref: U52NTP