Customer Support Associate - Trilingual

The Customer Support Associate is responsible for the following: Work with our customers to ensure their needs are managed to the highest level of satisfaction and any issues or problems are addressed promptly and professionally to retain business. Learn and apply the best practices for Customer Excellence. Follow established procedures and guidelines and provide suggestions to help drive positive process improvements. Serve customers by answering inquiries, fulfilling requests, and maintaining the database. Responsible for handling calls from new and existing customers regarding a variety of requests. Respond to customer needs in a timely manner and takes immediate action to address issues as they arise. Troubleshoot issues by clarifying, researching, implementing solutions, and escalating unresolved problems. Ensure communication is properly documented in the Event Tracking tool. Provide off hours coverage on a predetermined schedule supplied by the Lead or Senior Customer Support Associate. Provide coverage on weekend, holidays and OT as needed and/or as scheduled by the Lead or Senior Customer Support Associate. Able to work in the event of any services outages i.e. power, phone, internet etc. Perform other duties as identified by the Lead or Sr. Customer Support Associate Participate in all required job training and development courses and seminars. Assist with system testing. Working Conditions 40 hour week and coverage on weekend, holidays and OT as needed, hybrid between in office and work from home Compensation / Welfare Starting salary of 4M YEN/year, increased to 4.5M YEN/year after 3 months and then increased to 5M YEN/year after 12 months Requirements Candidates must have native-level Chinese speaking and writing skills and be fluent in Japanese. JLPT N2 or equivalent Japanese proficiency. The position requires experience as a services provider.  The following skills are essential:  customer service, troubleshooting and problem resolution. The candidate must also have excellent interpersonal skills and integrity, superb attention to detail, motivation to work/learn independently, ability to work well in a team environment. Familiarity with clinical trial is desired, but not required.   Education and/or Certification Requirements The candidate must possess a high school diploma or equivalent, and 2-4 years of relevant customer service experience. Currently pursuing a degree in healthcare, computer science, business, communication or information technology field, equivalent experience, or diploma is a plus. About Us 4G Clinical is a global leader in randomization and trial supply management (RTSM) and supply forecasting optimization software for the life sciences industry, offering the only fully cloud-based, 100% configurable and flexible solutions utilizing natural language processing (NLP) to accelerate clinical trials. 4G Clinical is headquartered in the Boston Biotech corridor of Wellesley, MA, with offices in Europe and Asia. Join 4G Clinical and make a real impact in the world of global clinical trials. Our mission-driven company values innovation and change and we're looking for a Customer Support Associate who shares our passion to shape the future of our company. As a team member, you'll have the opportunity to contribute your unique ideas and have them valued. Come work with purpose, collaborate with a talented team, and have fun doing it!