[Remote] Customer Success Specialist (Japanese) - Microsoft 365 (Freelancer via Shakers)

Note: The job is a remote job and is open to candidates in USA. Shakers is seeking dynamic and knowledgeable Microsoft 365 Customer Success Specialists who are fluent in Japanese to enhance their team. The role involves customer interactions to drive product-led growth, providing expert guidance and support to maximize the use of Windows and Microsoft 365 technologies while collaborating with internal teams to document customer feedback and insights.

Responsibilities

• Customer Interaction: Address customer concerns and queries providing exceptional support through various channels (phone, web, mail, chat), ensuring customer satisfaction and retention.
• Technical Expertise: Employ your comprehensive knowledge of Windows and Microsoft 365 workloads to resolve issues, assist customers with product setup, and enhance their platform experience. Draw upon your background in systems administration, technical support, design, architecture, consultancy, or technical pre-sales in Microsoft 365 technologies to provide superior solutions.
• Product-Led Growth: Identify opportunities to promote additional Windows, Microsoft 365 workloads and subscriptions during customer interactions to increase customer engagement and adoption.
• Business Needs Assessment: Analyze customer business needs, convert them into actionable technical solutions and recommend appropriate Microsoft 365 tools and features to achieve those objectives.
• Product Usage and Limitations: Track customer insights on Windows, Microsoft 365 and Copilot usage and limitations precisely in internal tools.
• Customer Journey Facilitation: Guide customers through their Microsoft 365 journey, from initial setup to advanced usage ensuring seamless and productive experience.
• Feedback and Improvement: Collect and document customer feedback for product improvement and collaborate with internal teams for effective tracking and addressing product concerns.
• Cross-functional Collaboration: Work across different lines of business within Amplify to efficiently address and resolve Support tickets. While you will primarily focus on a specific business line, you may be called upon to handle tickets across different lines of businesses, both proactive and reactive. You will adapt to diverse payment models and the unique aspects of each business, all while upholding our commitment to exceptional customer service.
• Documentation: Maintain extraordinary case documentation in all internal tools and systems in a clean, precise and detailed manner.
• Ethics, Privacy, Security, and Compliance: At Microsoft, trust is paramount. Upholding Microsoft's security and privacy policies is essential, and ethical conduct is expected without exception. Ambassadors are required to rigorously follow internal case management procedures, meticulously document all interactions, escalate cases when necessary, and ensure strict compliance with our established protocols.

Skills

• Fluent in Japanese and English
• Comprehensive knowledge of Windows and Microsoft 365 workloads
• Background in systems administration, technical support, design, architecture, consultancy, or technical pre-sales in Microsoft 365 technologies
• Ability to address customer concerns and queries providing exceptional support through various channels (phone, web, mail, chat)
• Ability to analyze customer business needs and convert them into actionable technical solutions
• Ability to track customer insights on Windows, Microsoft 365 and Copilot usage and limitations
• Ability to guide customers through their Microsoft 365 journey from initial setup to advanced usage
• Ability to collect and document customer feedback for product improvement
• Ability to work across different lines of business to efficiently address and resolve Support tickets
• Ability to maintain extraordinary case documentation in all internal tools and systems
• Commitment to uphold Microsoft's security and privacy policies and ethical conduct
• Community Engagement and Technology Literacy
• Commitment to innovation, learning, and adaptability

Company Overview

• Shakers connects companies with freelance professionals through an AI-powered platform. It was founded in 2021, and is headquartered in Madrid, Madrid, ESP, with a workforce of 11-50 employees. Its website is https://shakersworks.com.

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