Customer Support Engineer, Matterport - Tokyo
Job Description
COSTAR GROUP – CUSTOMER SUPPORT ENGINEER, MATTERPORT - TOKYO
OVERVIEW
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
ABOUT MATTERPORT
Matterport, part of the CoStar Group, is leading the digital transformation of the built world. Our ground-breaking spatial computing platform turns buildings into data making every space more valuable and accessible. Millions of buildings in more than 177 countries have been transformed into immersive Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing.
Matterport digital twins to improve every part of the building lifecycle from planning, construction, and operations to documentation, appraisal, and marketing.
Learn more about Matterport.
ROLE DESCRIPTION
Matterport is looking for an enthusiastic Support Engineer who will provide excellent, high-touch support for SMB and Enterprise customers alike. This is an excellent opportunity for a technically savvy and customer centric individual to build out a career working with exciting technology. We can support you with your development, we simply ask that you bring the right competencies and mindset.
In addition to working with customers, the Support Engineer will work closely with QA, Product, Engineering, and Finance team members to help identify and resolve issues in Matterport products.
RESPONSIBILITIES
You will have the responsibility of researching, resolving, and recording all levels of questions from Japanese and international customers via phone, email, and chat channels, while following procedures for case management and escalation to resolve customer issues in a timely way.
Contribute Best Practices and guidelines to continuously improve the production quality and capacity of Matterport software and service offerings.
Come up with unique solutions to tough problems yet maintain the company’s goals and branding.
Maintain a high level of customer satisfaction through case surveys with all Customers including Enterprise level.
Be a product expert and coach team on complex case handling.
Liaise with cross functional teams and communicate product and policy updates
Onboard new members and train existing team members on new features.
Represent customer issues to the product team
Determine severity, frequency, and possible workarounds of complex issues
Work with QA/Software/Hardware as needed to assess steps to issue resolution.
Contribute to the creation of department procedures and processes.
All other duties as assigned
QUALIFICATIONS
Bachelor's degree or equivalent experience required.
Fluent-level Japanese and excellent English written, verbal and presentation skills
Experience of working directly with customers in a high contact capacity with a focus on issue resolution.
A technical, engineering mindset, you will be comfortable with various technologies and swift to learn how systems are…