Associate Customer Support Engineer Slack

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About Salesforce

Salesforce is the #1 AI CRM where humans with agents drive customer success together. Here ambition meets action. Tech meets trust. And innovation isnt a buzzword its a way of life. The world of work as we know it is changing and were looking for Trailblazers who are passionate about bettering business and the world through AI driving innovation and keeping Salesforces core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era Youre in the right place! Agentforce is the future of AI and you are the future of Salesforce.

本職種は障害者手帳をお持ちの方を対象としています

SlackではカスタマーエクスペリエンスCXが当社の成功に不可欠であると考えています本ポジションでは日々のコミュニケーションにSlackを利用するお客様に対し快適かつ生産的な体験を提供しお客様を成功に導くためのサポートを行っていただきます

一般的なテクニカルサポート業務に加えてお客様のプラン導入検討や請求に関するサポートなど幅広い業務でご活躍いただけるポジションです

業務内容 (What youll be doing):

• 日本のお客様からの問い合わせに対しメールやチャットで丁寧かつ正確にタイムリーに対応するサポートは日本語がメインですが社内コミュニケーション等で英語を使用する場合があります

• 導入検討請求関連のサポート業務

  • Slackの導入や有料プランへのアップグレードを検討中のお客様に対するご案内やプラン選びのアドバイス

  • NPO法人および教育機関向けプログラムに関するご案内

  • チェックアウト時や有料プラン購入時の技術的または請求に関するサポート領収書請求書の発行返金リクエスト等の対応を含む

• 多種多様な顧客のリクエストに対しパーソナライズされた思慮深い回答を作成する

• 顧客の問題の傾向を把握しチームに共有する

• エンジニアリングチームのためにバグを特定し文書化する

• 製品開発チームや QA チームと協力し有意義な顧客フィードバックを提供する

• チームの目標達成や成功に向けて積極的に貢献し知識の共有やドキュメント作成の補助を行う

必須要件 (What you should have):

• 日本語スキル: 流暢な日本語能力スピーキングリーディングライティング

• 英語スキル: 基礎的な英語の読み書きができる方TOEIC700点程度社内ツールやマニュアルの読み込みで翻訳ツールを活用できれば可

• 経験スキル: 基本的な PC 操作スキルWindows または Mac OS

• マインドセット:

  • カスタマーサポートに対する強い思いやりと情熱がありお客様をサポートすることに喜びを感じられること

  • 細部への注意力と問題解決に取り組む前向きな姿勢があること

  • テクノロジーやソフトウェアに対して好奇心を持ち学習意欲があること

  • チームプレイヤーとして他者を尊重し柔軟に環境の変化に適応できること

  • 変化の速い環境を楽しみ臨機応変に対応できる方

  • 限られた時間の中で着実にアウトプットを出せる方

歓迎要件 (Bonus Points):

• テクニカルサポートヘルプデスクまたはカスタマーサポートの実務経験Web ベースのソフトウェアであれば尚可

• 英語でのビジネスレベルのコミュニケーション能力口頭および書面または韓国語のスキル

• OAuthシングルサインオンSSOソフトウェア開発ライフサイクルネットワークに関する基礎知識

• API の動作知識cURLツールの使用経験などまたは JavaJavaScriptPython などのプログラミング言語に関する知識

• 多国籍の同僚とグローバルな環境で働いた経験

選考にあたって合理的配慮が必要な方はこちらのEmailアドレス宛にお知らせください

*This position is open to individuals with a government-issued disability certificate.

At Slack we consider Customer Experience essential to our this role you will support customers who rely on Slack for their day-to-day communication making them successful and ensuring their experience is a pleasant and productive one.

In addition to standard technical support you will play a key role across a wide range of areas including assisting customers with plan adoption/upgrades and billing inquiries.

What youll 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 you may occasionally use English for internal communications.).

• Support for Plan Evaluation & Billing:

  • Advise and guide customers who are evaluating Slack and considering upgrading to a paid plan.

  • Provide guidance regarding Slacks Nonprofits and Education programs.

  • Provide technical or billing support during checkout or while purchasing a paid plan (including issuing receipts/invoices and processing refund requests).

• 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 and document bugs for our engineering teams.

• Collaborate with the product development and QA teams to provide meaningful customer feedback.

• Make active contributions to help achieve team goals and successes and share knowledge and aid in documentation.

What you should have:

• Japanese Skills: Fluency in Japanese (speaking reading and writing) is required.

• English Skills: Basic English reading and writing skills (TOEIC 700 using translation tools for reading internal tools and manuals is acceptable).

• Experience/Skills: Basic PC operation skills (Windows or Mac OS).

• Mindset:

  • You care deeply and genuinely about customer support and find joy in helping customers.

  • You have a keen attention to detail and a positive problem-solving attitude.

  • You are curious about technology and software and have a strong desire to learn.

  • You are a phenomenal team player who respects others and is open to adapting to changing environments.

  • Ability to thrive in a fast-paced environment.

  • Adept at managing tight deadlines and competing priorities.

Bonus Points

• Practical experience in technical support help desk or customer support (specifically with customer support for a web-based software is a plus).

• Business-level proficiency in English (both verbal and written) or proficiency in Korean.

• Basic knowledge of OAuth Single Sign On (SSO) software development life cycle and network.

• Working knowledge of APIs (e.g. using cURL tools) or coding knowledge in programming languages such as Java JavaScript or Python.

• You have experience working in a global environment with colleagues in multiple countries.

If you require reasonable accommodations during the recruitment process please let us know by emailing

Unleash Your Potential

When you join Salesforce youll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best and our AI agents accelerate your impact so you cando your best. Together well bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine whats possible for yourself for AI and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly It means that at Salesforce we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace thats inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit competence and qualifications without regard to race religion color national origin sex sexual orientation gender expression or identity transgender status age disability veteran or marital status political viewpoint or other classifications protected by law. This policy applies to current and prospective employees no matter where they are in their Salesforce employment journey. It also applies to recruiting hiring job assignment compensation promotion benefits training assessment of job performance discipline termination and everything in between. Recruiting hiring and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation benefits promotions transfers reduction in workforce recall training and education.