📍 Job Overview

Job Title: Customer Support Specialist
Company: NAVEX
Location: Japan (Remote - Central Tokyo, Japan)
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-11
Experience Level: 2-5 years
Remote Status: On-site (Remote available for Central Tokyo, Japan)

🚀 Role Summary

Customer-Focused Support: Provide exceptional support to customers, managing tickets, calls, and emails within service level agreements, including confidential information.
Technical Troubleshooting: Identify, evaluate, and resolve customer computer, system, server, and user-related issues with consistency and care.
Cross-Functional Collaboration: Work with cross-functional teams to ensure customer objectives are met, offering recommendations as a stakeholder participant on new feature design.
Training & Development: Educate and train internal team members and customers on solutions, processes, and technical escalations.

📝 Enhancement Note: This role requires a strong customer focus, technical aptitude, and excellent communication skills to provide high-quality support and drive customer satisfaction.

💻 Primary Responsibilities

Customer Support Management: Manage customer support tickets, calls, and emails within service level agreement requirements, including confidential information.
Technical Escalation: Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues.
Issue Resolution: Identify, evaluate, and resolve customer computer, system, server, and user-related issues.
Documentation: Document issues and resolution progress for future reference and improvement.
Training & Education: Educate and train internal team members and customers on solutions, processes, and technical escalations.
Product Awareness: Enhance program and product awareness with focused messaging and identify potential system and customer relationship enhancements, including upsell opportunities.
Specialized Communication: Interpret and communicate specialized technical material into information usable by customers.
Stakeholder Participation: Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience.

Experience: 2+ years of experience in customer service and software support.

Required Skills:

Fluency in Japanese and proficiency in English.
Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies.
Proficiency in updating and managing CRM; Salesforce preferred.
Training experience with the ability to adapt facilitation style to engage your audience.
Ability to learn and assimilate new information quickly.
Ability to evaluate and define customer and system needs.
Ability to work within a team environment to achieve results.
Attention to detail with excellent planning, follow-through, reliability, organizational skills, and ability to define and deliver on priorities.
Ability to drive results through effective communication, product and industry knowledge (service), and service-oriented problem-solving.
Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results, and instills trust.

Preferred Skills:

Experience with NAVEX products and services.
Familiarity with risk and compliance management.

📝 Enhancement Note: The ideal candidate will have a strong background in customer service, technical support, and training, with a proven ability to manage customer support tickets and resolve technical issues efficiently.

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range: Not specified. Research shows that the average salary for a Customer Support Specialist in Japan is around ¥4,000,000 - ¥5,000,000 per year.

Benefits:

Career growth opportunities with market-leading training and an unwavering commitment to owning your career plan.
Competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits.
Meaningful purpose, as NAVEX's products and solutions have real-life impact on people and organizations across the globe.
Life flexibility, with quality time to care for yourself, your loved ones, and your community.
An inspiring culture surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home.
Industry leadership, playing your part in a fast-growing organization known for excellence, profitability, and stability.

Working Hours: Full-time position, with standard working hours Monday to Friday, 9:00 AM to 5:30 PM JST.

🎯 Team & Company Context

Company Culture:

Industry: NAVEX operates in the risk and compliance management industry, focusing on creating better workplaces by combining innovative people and industry-leading technology that allows companies to build and promote ethical cultures.
Company Size: NAVEX is a mid-sized company with a close-knit team of professionals who will help with your success and long-term career growth.
Founded: NAVEX was founded in 1994, with a mission to make the world a safer, more ethical place by providing high-quality, highly valued risk and compliance management products and services within their fully integrated platform.

Team Structure:

The Customer Support team is responsible for managing customer support tickets, phone calls, and emails, as well as assisting internal employees with onboarding, support, and process development.
The team works closely with cross-functional teams, including product development, sales, and marketing, to ensure customer objectives are met and to offer recommendations as a stakeholder participant on new feature design.

Development Methodology:

NAVEX follows a customer-centric approach to product development, focusing on delivering high-quality, highly valued risk and compliance management products and services within their fully integrated platform.
The company encourages continuous learning and improvement, with market-leading training and an unwavering commitment to owning your career plan.

Company Website: NAVEX Global

📝 Enhancement Note: NAVEX's culture emphasizes customer focus, technical excellence, and continuous learning, providing an ideal environment for a Customer Support Specialist to grow and succeed.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an intermediate-level position within the customer support career path. The ideal candidate will have 2+ years of experience in customer service and software support, with a strong background in managing customer support tickets and resolving technical issues efficiently.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager and works closely with cross-functional teams, including product development, sales, and marketing.

Technical Impact: The Customer Support Specialist plays a crucial role in ensuring customer satisfaction and driving customer success by providing exceptional support, resolving technical issues, and collaborating with cross-functional teams to improve products and services.

Growth Opportunities:

Career Progression: NAVEX offers career growth opportunities with market-leading training and an unwavering commitment to owning your career plan. As a Customer Support Specialist, you can grow your career to new heights within the customer support or related fields.
Technical Skill Development: The role offers opportunities to develop technical skills in managing customer support tickets, resolving technical issues, and working with cross-functional teams to improve products and services.
Leadership Potential: As you gain experience and demonstrate strong performance, you may have the opportunity to take on leadership roles within the customer support team or related fields.

📝 Enhancement Note: NAVEX's commitment to career growth and development provides an excellent opportunity for a Customer Support Specialist to advance their career within the company.

🌐 Work Environment

Office Type: NAVEX offers a hybrid work environment, with the option to work remotely for employees based in Central Tokyo, Japan.

Office Location(s): NAVEX's headquarters are located in Portland, Oregon, USA. However, this role can be performed remotely from Central Tokyo, Japan.

Workspace Context:

Collaborative Workspace: NAVEX's workspace is designed to foster collaboration and teamwork, with open-plan offices and dedicated spaces for team meetings and brainstorming sessions.
Modern Technology: NAVEX provides modern technology and tools to support employees in performing their jobs effectively, including laptops, monitors, and access to relevant software and applications.
Cross-Functional Interaction: The Customer Support team works closely with cross-functional teams, including product development, sales, and marketing, to ensure customer objectives are met and to offer recommendations as a stakeholder participant on new feature design.

Work Schedule: Full-time position, with standard working hours Monday to Friday, 9:00 AM to 5:30 PM JST. The role may require occasional flexibility to accommodate customer support needs.

📝 Enhancement Note: NAVEX's hybrid work environment and commitment to collaboration and teamwork provide an ideal setting for a Customer Support Specialist to thrive and succeed.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, qualifications, and fit for the role.
Technical Assessment: A hands-on assessment to evaluate your customer support and technical troubleshooting skills.
Behavioral Interview: A structured interview focusing on your problem-solving skills, customer focus, and teamwork.
Final Interview: A meeting with the hiring manager to discuss your fit for the role and the company's culture.

Portfolio Review Tips: N/A - Not Applicable for this role.

Technical Challenge Preparation:

Familiarize yourself with NAVEX's products and services, as well as the company's mission and values.
Brush up on your customer support and technical troubleshooting skills, focusing on your ability to manage customer support tickets, resolve technical issues, and collaborate with cross-functional teams.
Prepare examples of your problem-solving skills, customer focus, and teamwork to discuss during the behavioral interview.

ATS Keywords: Customer Support, Technical Support, Problem Solving, Communication, Training, CRM Management, Attention to Detail, Teamwork, Organizational Skills, Adaptability, Windows, Microsoft Office, Website Functionality, Risk Management, Compliance Management.

📝 Enhancement Note: The interview process for this role focuses on evaluating your customer support and technical troubleshooting skills, as well as your fit for the company's culture and values.

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: NAVEX emphasizes exceptional customer support, with a commitment to managing customer support tickets, calls, and emails within service level agreement requirements, including confidential information.
Technical Excellence: NAVEX values technical proficiency in managing technical escalations, identifying, evaluating, and resolving customer computer, system, server, and user-related issues.
Collaboration: NAVEX fosters a collaborative work environment, with a strong emphasis on teamwork and cross-functional collaboration to ensure customer objectives are met.
Continuous Learning: NAVEX encourages continuous learning and improvement, with market-leading training and an unwavering commitment to owning your career plan.

Collaboration Style:

Cross-Functional Integration: The Customer Support team works closely with cross-functional teams, including product development, sales, and marketing, to ensure customer objectives are met and to offer recommendations as a stakeholder participant on new feature design.
Code Review Culture: NAVEX encourages a culture of continuous improvement, with a focus on learning from each other and improving processes and products.
Knowledge Sharing: NAVEX fosters a culture of knowledge sharing and technical mentoring, with a commitment to helping employees grow and succeed in their careers.

📝 Enhancement Note: NAVEX's customer-centric culture, technical excellence, and commitment to collaboration and continuous learning provide an ideal environment for a Customer Support Specialist to thrive and succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support Volume: Managing a high volume of customer support tickets, calls, and emails within service level agreement requirements, including confidential information.
Technical Escalations: Managing technical escalations with consistency and care, implementing new tactics to de-escalate issues.
System Updates: Staying up-to-date with system updates and new features, and communicating changes to customers effectively.

Learning & Development Opportunities:

Career Growth: NAVEX offers career growth opportunities with market-leading training and an unwavering commitment to owning your career plan.
Technical Skill Development: The role offers opportunities to develop technical skills in managing customer support tickets, resolving technical issues, and working with cross-functional teams to improve products and services.
Leadership Potential: As you gain experience and demonstrate strong performance, you may have the opportunity to take on leadership roles within the customer support team or related fields.

📝 Enhancement Note: NAVEX's commitment to career growth and development, as well as the technical challenges and learning opportunities presented by the role, provide an excellent environment for a Customer Support Specialist to grow and succeed.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenarios involving managing customer support tickets, calls, and emails within service level agreement requirements, including confidential information.
Technical Troubleshooting: Brush up on your technical troubleshooting skills, focusing on identifying, evaluating, and resolving customer computer, system, server, and user-related issues.
Problem-Solving: Prepare examples of your problem-solving skills, customer focus, and teamwork to discuss during the behavioral interview.

Company & Culture Questions:

NAVEX's Mission: Familiarize yourself with NAVEX's mission and values, and be prepared to discuss how you align with the company's goals and culture.
Customer Support Philosophy: NAVEX places a strong emphasis on customer focus and exceptional customer support. Be prepared to discuss your approach to customer support and how you ensure customer satisfaction.
Teamwork & Collaboration: NAVEX values teamwork and collaboration. Be prepared to discuss your experience working in a team environment and your ability to collaborate with cross-functional teams to ensure customer objectives are met.

Portfolio Presentation Strategy: N/A - Not Applicable for this role.

📝 Enhancement Note: The interview process for this role focuses on evaluating your customer support and technical troubleshooting skills, as well as your fit for the company's culture and values. Preparing for customer support scenarios, technical troubleshooting, and problem-solving questions will help you succeed in the interview.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit Your Application: Visit the NAVEX careers page and search for the "Customer Support Specialist" role. Click on the job title to access the application form.
Tailor Your Resume: Highlight your customer support experience, technical troubleshooting skills, and relevant qualifications. Include any relevant metrics or achievements from previous roles.
Prepare for the Interview: Familiarize yourself with NAVEX's products and services, as well as the company's mission and values. Brush up on your customer support and technical troubleshooting skills, focusing on your ability to manage customer support tickets, resolve technical issues, and collaborate with cross-functional teams.
Research NAVEX: Learn about NAVEX's industry, products, and services. Understand the company's mission, values, and culture to ensure a strong fit for the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with NAVEX before making application decisions.

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing customer focus, technical troubleshooting, and communication skills.
Include customer support methodologies, ticket management, and escalation procedures.
Emphasize customer support team dynamics, cross-functional collaboration with product development, sales, and marketing teams.
Address customer support career progression, technical skill development, and leadership potential within the customer support team or related fields.
Provide tactical advice for customer support interviews, focusing on customer support scenarios, technical troubleshooting, and problem-solving questions.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and technical troubleshooting keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support technologies, tools, and methodologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities within the customer support team or related fields.
Provide tactical advice for customer support portfolio development, focusing on customer support scenarios, technical troubleshooting, and problem-solving examples.
Include customer support-specific interview preparation and coding challenge guidance.
Emphasize customer support best practices, customer focus, and technical troubleshooting principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and technical troubleshooting industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer satisfaction measurement.

Customer Support & Technical Troubleshooting Focus:

Emphasize customer support best practices, technical troubleshooting principles, and customer focus.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer support scenario preparation, technical troubleshooting, and problem-solving techniques.
Focus on problem-solving methods, customer support ticket management, and performance optimization.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support or technical troubleshooting roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support or technical troubleshooting terminology unless relevant to the specific role.
Marketing language unrelated to customer support, technical troubleshooting, or customer experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

Customer Support Specialist