Technical Support Expert

Work condition: Hybrid, mostly remote work

Work location (when needed) : Cognizant Japan Tokyo Office

- 1 min walk from Hanzomon station

- 4 min walk from Kojimachi station

Language requirement: Business level English and Japanese (N1 – N2 level)

The Core+ Expert delivers advanced technical support, resolves complex issues. Proficient in multiple languages, this role requires in-depth technical knowledge, strong communication, and analytical skills, significantly improving customer satisfaction and operational efficiency by providing support in customers' preferred languages.

Position Summary:

The Core+ Technical Support Expert embodies a crucial role in client's technical service delivery, serving as a strategic advisor to customers and acting as their primary advocate within the organization. Our relentless pursuit of delivering exceptional customer experiences is epitomized by the Core+ Customer Support Expert, who combines technical expertise, customer-centricity, and collaborative prowess.

At the forefront of customer interaction, this role is dedicated to educating, troubleshooting, and delighting customers across a spectrum of technical and non-technical challenges. From resolving intricate product issues to addressing billing inquiries, the Core+ Technical Support Expert leverages their technical acumen and interpersonal skills to provide comprehensive assistance.

Moreover, as a liaison between customers and internal departments, the Core+ Technical Support Expert channels customer feedback to influence support practices and processes positively. By collaborating with diverse teams within our client, they expedite issue resolution and contribute to enhancing the overall customer experience.

In essence, the Core+ Technical Support Expert plays a pivotal role in empowering customers to derive maximum value from client's software, fostering customer satisfaction and loyalty through their unparalleled dedication and expertise.

This Support Expert will act also as a communications bridge for our customers using their preferred language while advocating for relevant and appropriate cultural references to provide the best world-class customer experience.

Responsibilities:

● Proactive and Reactive Support: Deliver proactive and reactive support for customers, partners, and client internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between our client and the customers.

● Technical Support: Provide exceptional technical support for client products and associated services.

● Issue Troubleshooting: Handle incoming support channels to troubleshoot customers' inquiries and issues with client products, including account access, setup, document workflows, billing, etc.

● Support Tools Utilization: Utilize support tools and resources necessary to solve customers’ issues and queries, including telephone, chat, Salesforce, Jira, client proprietary systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling.

● Product Improvement Identification: Proactively identify improvements to the product, identify bugs, and discover high-impact opportunities to enhance the customer experience.

● Product Promotion: Promote our client products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.

● Escalated Case Management: Manage non-complex escalated cases from internal channels to troubleshoot issues customers face when using our client products.

● Service Level Goals: Meet and exceed our client Customer Support service level goals for areas of product expertise.

● Communication Management: Manage communication between our client and customers, ensuring timely updates and effective resolution of issues.

● Customer Advocacy: Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction.

● Internal Peer Support:

Provide support for internal peers on product knowledge and engagement paths

including translation to and from English to the customer’s language.

● Translation Assistance:

Contribute to reviewing and translating localized language content as needed.

Manage communication between our client and the customers using their preferred local language.

Basic Qualifications:

● Business level in Japanese and English

● Superior oral and written communication skills

● Bachelor of Science degree in Computer Science, Engineering, or related technical discipline, or an equivalent combination of education or experience

● Previous customer-facing role experience with IT topics (e.g., customer support, SaaS troubleshooting experience in a Technical Support capacity, etc.)

● Self-motivated, goal-oriented, excellent organizational skills and superior time management skills

● Ability to maintain composure in critical situations and communicate clearly with both internal and external customers

● Ability to collaborate with peers across the organization without friction

● Understanding log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar

● Previous customer-facing role experience specifically in customer support

● Demonstrated customer service skills to be able to solve customer service issues both technical and account-related

● Understanding multibyte-character handling on browser preferable (Only for Japanese)

Preferred Qualifications:

● Multi-lingual in other client supported languages (French, Portuguese, Japanese, German, Spanish, or Italian)

● Experience with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace, Grafana), and authentication technologies such as SAML and OAuth

● Familiarity with Jira and Salesforce for case management

● Understanding of modern markup and programming languages such as XML, JavaScript/jQuery, or similar

● Knowledge of troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS

● SaaS troubleshooting experience in a technical support capacity

● Customer service and/or specific language market/region knowledge and experience are strong pluses

Language Requirements:

Support Experts should be fully professionally proficient in the language they support, and at least an advanced independent user of English if that is not the primary language to support. A language assessment provided by an independent third party might be required to objectively identify the actual oral and writing language proficiency of the selected candidate

Based on the European CEFR Levels descriptors, TOEIC scores, and the Japanese-Language Proficiency Test and on the Japanese-Language Proficiency Test, the required language levels are:

● CEFR C1 for the Supported Language (ie. English, German, French, Spanish, etc..)

● JLPT N1 or equivalent level for Japanese

● CEFR B2 for English if it is not the language used to support the customers

● TOEIC score >700 for Client-Facing operational management or >600 for Support Experts providing Japanese support

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.