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About Us Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge. At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact. Learn more at diligent.com.Position Overview We are looking for an enthusiastic and self-motivated Technical Support Specialist to join our Japan team. As a Technical Support Specialist, you will provide exceptional bilingual support service to customers across all industries, including many Fortune 500 companies. You will get to dig deep into our exciting Governance, Risk and Compliance software solution and be a trusted partner to our clients by providing hands on technical expertise. Your passion for technology combined with a hunger to learn, and a customer-centric attitude will make you successful in this role. Key Responsibilities Exceed customer expectations by providing excellent customer support efficiently and professionally in English and Japanese to Diligent end-users, channel partners, and internal customers Coach and advise global customers in the effective use of Diligent products and systems and provide guidance for complex technical issues Create trusted advisory relationships with customers ensuring they are using the correct products for their needs and maximize the utilization of those products Troubleshoot application errors, support software installations and upgrade processes Be responsible for and responsive to cases in the T2 queue and ensure SLAs are consistently met Assist in creating and verifying product documentation and ensure accuracy and maintenance of our Knowledge Base by creating and contributing detailed articles and documentation for existing products, new releases, and related technologies Maintain deep knowledge of the Diligent products and features, and interconnectivity with other technologies Required Experience/Skills: Strong written and verbal communication skills in English and Japanese required Proficient in SQL, stored procedures, database schema with hands on experience in enterprise projects Experience supporting the functionality of complex enterprise business applications (beyond just installation, setup, configuration) Experience with Microsoft SQL Server – installation, configuration and performance Proactive learner that is extremely customer-centric (we don’t just solve problems – we build relationships) Experience working in a technical support role. The ideal candidate will be well versed in explaining technical concepts to non-technical users Genuine interest in technology (gaming, coding, software, etc.) and experience solving technical issues Strong problem solving and conflict resolution skills to quickly and effectively resolve customer issues and handle new or difficult situations Team player who actively seeks feedback in order to develop and grow Preferred Skills: Engineering degree in Computer Sciences, Information Systems or related fields would be beneficial but not essential Experience working on large-scale, N-tiered enterprise web applications would be beneficial Previous experience with scripting languages, troubleshooting web applications or writing small database queries would be an advantage What Diligent Offers You Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com. To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
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