researching, resolving, and recording all levels of questions from Japanese and international customers via phone, email, and chat channels, while following procedures for case management and escalation to resolve customer issues in a timely way.
Contribute Best Practices and guidelines to continuously improve the production quality and capacity of Matterport software and service offerings.
Come up with unique solutions to tough problems yet maintain the company’s goals and branding.
Maintain a high level of customer satisfaction through case surveys with all Customers including Enterprise level.
Be a product expert and coach 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 of complex issues.
Work with QA/Software/Hardware as needed to assess steps to issue resolution.
Contribute to the creation of department procedures and processes.
English-to-Japanese localization of technical support documents and customer service instructional contents. Assist the localization and translation review of product manuals, product websites, and product UI for functional teams.
All other duties as assigned

Bachelor's degree or equivalent experience required.
Fluent, business level, Japanese and excellent English written, verbal and presentation skills.
7+ years working directly with customers in a technical contact centre environment.
Comfortable troubleshooting problems with customers over the phone and via email/chat in Japanese and English languages.
Possess a broad range of technical knowledge.
A quick learner who will take ownership and has strong, yet empathetic communication skills.
Able to handle multiple priorities at a time, be very flexible, and work well with others with minimum supervision.
Able to take initiative and succeed under pressure in a fast paced, dynamic environment.
Have a proven track record with customer-facing support and escalation management of critical applications.
Strong communication and collaboration skills, within the immediate team and with other cross functional teams.
Familiarity with support-ticketing systems, i.e Salesforce.
Familiarity with bug-tracking systems i.e JIRA.
Living in Tokyo or adjacent cities where commutation to Tokyo (Toranomon) office is possible.

History of working in the 3D space
Industry knowledge of CAD/BIM
Knowledge of basic Linux command line interface commands
Prior experience with startups, or a high level of flexibility in a loosely-structured environment
History assisting Enterprise level customers

Living in Tokyo or adjacent cities where commutation to Tokyo (Toranomon) office is possible.
Fluent, business level, Japanese and excellent English written, verbal and presentation skills.

CoStar Group is hiring a Customer Support Engineer

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