Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
Matterport is seeking an enthusiastic Customer Support Engineer to provide excellent, high-touch support for both SMB and Enterprise customers. This role involves collaborating with QA, Product, Engineering, and Finance teams to identify and resolve issues within Matterport products.
Responsibilities
- Research, resolve, and record all levels of customer inquiries via phone, email, and chat.
- Follow case management and escalation procedures for timely issue resolution.
- Contribute best practices and guidelines to improve software and service quality.
- Develop unique solutions to complex problems while maintaining company goals and branding.
- Maintain high customer satisfaction through case surveys.
- Act as a product expert and coach the team on complex case handling.
- Liaise with cross-functional teams and communicate product and policy updates.
- Onboard new members and train existing team members on new features.
- Represent customer issues to the product team.
- Determine severity, frequency, and possible workarounds for complex issues.
- Collaborate with QA/Software/Hardware teams to assess issue resolution steps.
- Contribute to the creation of department procedures and processes.
- Localize technical support documents and customer service instructional content from English to Japanese.
- Assist with the localization and translation review of product manuals, websites, and UI.
- Perform other assigned duties.
Requirements
- Bachelor's degree or equivalent experience.
- Fluent business-level Japanese and excellent English written, verbal, and presentation skills.
- 7+ years of experience working directly with customers in a technical contact center environment.
- Comfortable troubleshooting customer problems over the phone and via email/chat in both Japanese and English.
- Broad range of technical knowledge.
- Quick learner with a strong sense of ownership and empathetic communication skills.
- Ability to handle multiple priorities, be flexible, and work well with others with minimal supervision.
- Ability to take initiative and succeed under pressure in a fast-paced, dynamic environment.
- Proven track record with customer-facing support and escalation management of critical applications.
- Strong communication and collaboration skills within the immediate team and with cross-functional teams.
- Familiarity with support-ticketing systems (e.g., Salesforce).
- Familiarity with bug-tracking systems (e.g., JIRA).
- Reside in Tokyo or adjacent cities with possible commute to the Toranomon office.
Skills
- Technical Support
- Customer Service
- Problem-Solving
- Communication
- Collaboration
- Case Management
- Escalation Management
- Product Expertise
- Localization
- Salesforce
- JIRA
- Troubleshooting
Location
- Tokyo, Japan
Work Type
- Onsite
- Full-time
Experience Level
- 7+ years
Education Level
- Bachelor's degree or equivalent experience
Benefits
- Employees’ Pension Insurance (KOSEI NENKIN)
- Employees' Health Insurance (KENKO HOKEN)
- Employment Insurance (KOYO HOKEN)
- 18+ days annual leave
- Maternity leave (SANKYU)
- Paternity leave (IKUJI KYUKA)
- Parental leave
- Childcare leave
- Comprehensive benefits from the Health Insurance Association
About the Company
- CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.
- CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
- Matterport, part of CoStar Group, is leading the digital transformation of the built world with its spatial computing platform.
- The platform turns buildings into data, making every space more valuable and accessible.
- Millions of buildings in over 177 countries have been transformed into immersive Matterport digital twins.
Equal Opportunity
- CoStar recognizes the positive value of diversity and promotes equality.
- We aim to recruit the person most suited to the job and welcome applications from people of all backgrounds, including but not limited to; people of all genders, ages, sexual orientations, ethnicities, nationalities, religions, and beliefs.