Customer Support Specialist - Japanese speaker

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Support Specialist with fluent Japanese/Mandarin/English to join us in APAC.

The core responsibility of a Customer Service Representative is to provide our global enterprise customers with the specific focus on customers based in Japan with high-quality assistance and support regarding their account and subscription management.

You will act as a vital link between customers and various internal stakeholders to ensure smooth problem resolution. This role requires the ability to handle a diverse range of Non-technical inquiries with sound judgment and effective communication, ensuring a high level of customer satisfaction through proactive problem-solving.

What you will doCustomer Support & Communication

• Serve as the primary point of contact for Red Hat enterprise customers globally, primary Japanese customers, handling inquiries through phone and email regarding products and services.

• Manage initial customer interactions and coordinate seamless communication between customers and internal teams.

Problem solving & Documentation

• Perform diagnosis, troubleshooting, and resolution of customer issues, escalating complex problems when necessary.

• Research customer issues thoroughly and contribute to the team's knowledge base by recording solutions and documenting new knowledge articles.

Teamwork & Proactivity

• Work effectively as a collaborative, remote team member, maintaining a customer-first mindset.

• Actively seek and implement proactive solutions to enhance the customer experience.

What you will bring

• Native-level fluency in Japanese (both written and verbal) is essential for providing high-quality professional guidance to our enterprise customers in a Japanese business environment.

• Strong verbal and written English communication skills are also required.

• Verbal and written Mandarin communication skills are plus

• Minimum of 3 years of experience in a Customer Service industry.

• An IT degree or background in the IT industry is a plus.

• Exceptional customer service skills, including experience managing multiple priorities in a customer-facing role.

• A strong passion for problem-solving and investigation, coupled with the ability to critically analyze complex issues.

• Excellent organizational and time management skills, with the ability to prioritize work effectively and perform under pressure.

• Some experience using Linux is an advantage, but not a requirement.

About Red Hat Red Hat is the world’s leading provider of enterpriseopen source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

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