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, 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.

Matterport 職務内容 Matterportでは、中小企業および大企業のお客様に優れたきめ細やかなサポートを提供できる、熱意のあるシニアサポートエンジニアを募集しています。 シニアサポートエンジニアはQA、製品、エンジニアリング、財務の各チームメンバーと緊密に連携し、Matterport製品における問題の特定と解決を支援します。

ROLE DESCRIPTION Matterport is looking for an enthusiastic Customer Support Engineer who will provide excellent, high‑touch support for SMB and Enterprise customers alike. In addition to working with customers, the Senior 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.
• English‑to‑Japanese localization of technical support documents and customer service instructional contents.
• Assist the localization and review of product manuals, product websites, and product UI for functional teams.
• All other duties as assigned.

Qualifications

• Bachelor's degree or equivalent experience required.
• Fluent, business level, Japanese and excellent English written, verbal and presentation skills.
• 7+ years working directly with customers in a technical contact centre environment.
• Comfortable troubleshooting problems with customers over the phone and via email/chat in Japanese and English languages.
• Possess a broad range of technical knowledge.
• A quick learner who will take ownership and has strong, yet empathetic communication skills.
• Able to handle multiple priorities at a time, be very flexible, and work well with others with minimum supervision.
• Able to take initiative and succeed under pressure in a fast paced, dynamic environment.
• Have a proven track record with customer‑facing support and escalation management of critical applications.
• Strong communication and collaboration skills, within the immediate team and with other cross functional teams.
• Familiarity with support‑ticketing systems, i.e. Salesforce.
• Familiarity with bug‑tracking systems i.e JIRA.
• Living in Tokyo or adjacent cities where commutation to Tokyo (Toranomon) office is possible.

Experience which would be ideal, but not required: History of working in the 3D space Industry knowledge of CAD/BIM Knowledge of basic Linux command line interface commands Prior experience with startups, or a high level of flexibility in a loosely‑structured environment History assisting Enterprise level customers.

What’s in it for you

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. In addition to an outstanding working environment based in Tokyo, you will have access to a range of benefits, including Employees’ Pension Insurance (KOSEI NENKIN), Employees' Health Insurance (KENKO HOKEN), Employment Insurance (KOYO HOKEN), 18+ days annual leave, maternity leave (SANKYU), paternity leave (IKUJI KYUKA), parental leave, childcare leave and much more!

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.

待遇

CoStar Groupで働くことは、幅広い分野から最も優秀な人材を惹きつける、コラボレーションとイノベーションを重視する文化を享受できることを意味します。東京を拠点とする優れた労働環境に加えて、厚生年金保険、健康保険、雇用保険、18日以上の年次休暇、産休、育児休暇、育児休暇など、さまざまな福利厚生を受けることができます。

福利厚生

健康保険、厚生年金保険、雇用保険、労災保険、健康保険組合の豊富な制度を利用可能。

試用期間

あり（６ヶ月）

休日・休暇

年次有給休暇：年間18日（勤務年数に応じて最大24日まで増加） 完全週休2日制（土日）、祝日等

勤務地

東京都港区虎ノ門 CoStarでは多様性の価値を認識し、平等を推進しています。私たちは常に職務に最適な人材を採用することを目指しており、性別・年齢・性的指向・民族・国籍・宗教・信条など、あらゆるバックグラウンドを持つ方々からの応募を歓迎します。

Commercial property is one of the most important parts of the economy. It ranks among the largest investment classes and nearly everyone enters a commercial property on a daily basis to work, shop or to be entertained. CoStar Group exists to provide property professionals with information and insight to help them navigate this complex environment delivering efficiency and transparency. We are looking for people that share our passion for comprehensive, objective and reliable information. Forbes’ list of the World’s Most Innovative Companies named CoStar Group in fifteenth position globally in 2015. In Europe, CoStar Group is on a successful growth trajectory. We have achieved a leading position in the UK since the launch of our revolutionary new product, CoStar Suite, in January 2013. We are a team of engaged and enthusiastic people who put client service and product excellence, combined with total integrity, at the top of our list of values. Our customer centric approach delivers great technology to access the UK’s largest database of commercial buildings and transactions, live market data and news supported by powerful online analysis tools. Following from the success of our business in the United Kingdom, CoStar Group is now ready to embark on an ambitious plan delivering growth and expansion in Europe and in wider global markets. This will bring new challenges and opportunities as we build the first truly international commercial property information business. We can offer a role in a dynamic, high achieving, high growth international company to the right candidates.

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