Unity Customer Experience Advisor 

Japan 

18643753

As a member of the team, you will be responsible for answering non-technical requests through a ticketing system, alongside article creation for our Self Serve offering. This requires the need for conflict resolution, soft skills, and enhanced problem-solving capabilities.

• Provide empathetic, non-technical email support for customers, prioritizing paid license holders while also handling free-tier queries.
• Respond to incoming requests within set service-level agreements (e.g., 24, 72 hours ) and follow up on negatively rated tickets.
• Maintain a comprehensive knowledge base using KCS (Knowledge-Centered Service) principles, creating and updating articles as needed.
• Escalate complex requests (sales quotes, licensing, product questions, technical issues) to the appropriate teams and share user insights globally.
• Balance productivity goals (e.g., KPIs on customer satisfaction and ticket volume) with consistent, high-quality service.

• Previous customer support or helpdesk experience, showing strong empathy and problem-solving abilities.
• Excellent written communication skills in English and Japanese with readiness to adapt responses to meet customers’ needs.
• Familiarity with ticketing systems and handling service-level agreements (SLAs) for response times.
• Ability to learn and apply Knowledge-Centered Service (KCS) principles for maintaining a dynamic knowledge base.
• Comfortable collaborating across different teams to escalate complex issues and share user feedback.

• Relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English.