Customer Experience Support Engineer (Slack)

At Slack, we consider Customer Experience essential to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one.

This is a role that requires a broad skill set to be successful. Not only will you be directly responsible for keeping Slack's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights and to test new features before release to help us build the most compelling product for our customers.

What you’ll be doing:

• Effectively resolve enquiries from our Japanese customers via Email and Chat in a considerate, accurate, and timely manner. Supporting customers in Japanese will be the main focus, but also occasionally provide support to the customers in Korea as well as managing internal communications in English.
• Compose thoughtful, personalized responses for a variety of customer requests.
• Triage incoming requests and spot trends in customer issues to flag for the wider team.
• Identify, reproduce, and document bugs for our engineering teams.
• Collaborate with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback.
• Make active contributions to help achieve team goals and successes.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

What you should have:

• Fluency in Japanese (speaking, reading, and writing) is preferred.
• For English, you should have business-level proficiency.
• Business-level Korean is not required but would be a huge plus.
• You should have previous experience in technical support, desktop support, or a similar role, specifically with customer support for a web-based software. You know that every bit of work you do makes a real difference in making our customers happy.
• You have strong knowledge on OAuth, Single Sign On, software development life cycle, and/or network.
• You have a working knowledge of Windows/Linux/Mac OS and mobile device products and their operating systems.
• You have experience in supporting or selling Slack.
• You have a keen attention to detail and strong problem-solving skills.
• You care deeply and genuinely about customer support and its role in a customer-centric team's success.
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and through soft skills.
• You are curious about technology and software and how customers use the product.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You have a track record of making sound decisions in line with managing your time and prioritizing responsibilities.
• You are self-aware and open to adapting to changing environments.
• You are resourceful, flexible, hold yourself accountable, and persevere in the face of obstacles.
• You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
• You are a phenomenal team player and willing to put others first.
• You follow through on your commitments (and are honest when something is beyond your expertise) and possess strong, confident, and exacting communication skills, particularly in writing.
• You have a university degree or equivalent professional experience.

Bonus Points

• You have experience working in some form of technical support.
• You have experience working in a global environment with colleagues in multiple countries.
• Proficiency in Korean.
• Working knowledge of APIs and how to call them using URL and/or a tool, along with practical experience supporting customers who use them.
• Coding knowledge in popular programming languages, such as Java, JavaScript, Python, or other scripting languages.