Associate Technical Support Engineer

At Slack, we consider Customer Experience to be crucial to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a cheerful and productive one.

This is a role that requires a broad set of abilities to be successful. Not only will you be directly responsible for keeping Slack's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights and to test new features before release to help us build the most compelling product for our customers.Slack has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hi?

What you’ll be doing:

• Optimally resolve enquiries from our customers in a conscientious, accurate, and timely manner. Support in Korean will be the main focus, but also handle Japanese and English enquiries as needed.
• 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, reproduce, and document bugs for our engineering teams.
• Collaborate with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback.
• Make active contributions to help achieve team goals and successes.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.

What you should have:

• Fluency in Korean and Japanese, and business level of English, both verbal and written.
• You care deeply and genuinely about customer support and about the role it plays in making a customer-centric team successful.
• You have previously worked with customer support for a web-based software. You know that every bit of work you do makes a real difference in making our customers happy.
• You have previous experience in troubleshooting and resolving various technical issues that arise in customer environments.
• You possess strong, confident, and exacting communication skills, particularly in writing.
• You exhibit diplomacy, tact, and poise under pressure when working through customer issues.
• You are a phenomenal teammate and willing to put others first.

Bonus Points

• You have proven understanding on Single Sign On, API, and/or network.
• You have experience working in some form of technical support.

Accommodations

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