Job Opportunities API

[https://app.ashbyhq.com/api/images/user-content/b721ce7f-bf7f-4736-a71f-d7020a064e2c/fa20f2c4-90d9-44c9-8e41-e2f4e87ee83d/3E-GVW_2024-with-Greg.png] ABOUT 3E: https://www.3eco.com/why-3e/ 3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions.  You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges. Join us and make an impact! ABOUT THE ROLE 3E’s Customer Experience team is looking for a knowledgeable and customer-focused Customer Support Specialist to support customers across Japan and the broader APAC region. In this role, you will serve as a primary point of contact for users, providing high-quality technical assistance and guidance to ensure a positive experience with 3E’s software products. You will troubleshoot technical issues, resolve customer concerns, and manage onboarding and implementation activities from post-sale handoff through go-live. Success in this position requires strong technical problem-solving skills, excellent communication, and the ability to collaborate with customers and cross-functional teams. This is a hybrid role requiring in-office presence three days per week at our Tokyo office. Normal working hours should align as closely as possible with Japan Standard Time business hours, with flexibility for global collaboration and customer needs. As a Customer Support Specialist, you will play an important role in driving customer satisfaction, product adoption, and long-term retention. You will develop a strong understanding of 3E’s products and services, help customers realize value from the platform, and provide actionable feedback that improves our products, documentation, and support processes. WHAT YOU’LL DO - Customer Support – Respond to customer inquiries by phone, email, and chat in a timely, knowledgeable, and professional manner. - Issue Resolution – Troubleshoot and resolve customer issues efficiently while maintaining a positive customer experience. - Technical Troubleshooting – Investigate issues involving web-based applications, APIs, system integrations, identity management, and other technical components. - Case Management – Document customer interactions, troubleshooting activities, and resolutions within ticketing or case management systems. - Escalation Management – Identify complex or high-impact issues and escalate them to the appropriate Product, Engineering, or Technical Support teams. - Customer Follow-Up – Follow up with customers to confirm that issues have been resolved satisfactorily and that commitments have been completed. - Onboarding and Implementation – Manage customer onboarding and implementation activities from post-sale handoff through go-live, actively managing scope, timelines, risks, dependencies, and customer expectations. - Product Adoption – Guide customers through product implementation, usage, and adoption, including regular check-ins and 45-day and 90-day milestones where appropriate. - Customer Relationships – Build strong customer relationships through active listening, empathy, consultative communication, objection handling, and clear follow-through. - Voice of the Customer – Identify customer pain points and share actionable feedback to improve products, services, and support processes. - Product Feedback – Create user stories, enhancement requests, and recommendations for Product and Engineering teams based on customer needs and recurring issues. - Documentation – Maintain and improve internal and customer-facing materials, including standard