Customer Support Agent - Tokyo

About the Role

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring ground-breaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

Our primary goal is to give our customers the best tools with an amazing experience. At Formlabs, that means answering every question, no matter how small, and providing the resources to empower our users to innovate and create.

If you love new technology and are a natural problem-solver and a great communicator in Japanese and English, we want you on the Customer Service team.

Responsibilities

• Support users in learning the ins and outs of 3D printing via phone and email
• Can go on-site fix missions to fix critical hardware issues
• Make our business partners an expert in our product
• Keep customers ridiculously happy
• Feed customer reports back to our international engineering team

Requirements

• Are business-fluent in spoken and written Japanese and English, additional languages are a bonus
• Experienced in electronic and mechanical product servicing process with strong hands-on ability
• You care about customers and are a communication expert
• Like to demonstrate expertise and are capable of leading the customer to a resolution
• Know how to avoid or solve conflicts and have great analytical skills
• Are good in administrative tasks and are not afraid of long to-do lists

Bonus Skills

• Experience with 3D modeling, printing and digital fabrication
• Experience providing technical support for hardware products
• Familiarity with ticket or case management systems (e.g. ServiceCloud)
• Experience in fast growing start up environment