Position: Technical Support Specialist (Japanese)
Location: Mumbai, India
About LRN:
LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.
Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.
About the role:
LRN team develops data specifically for a set of key product domains like eLearning, Disclosures, personalization and completions. We deal in AWS technologies like Redshift, S3, Glue, and Lambda. You'll build our data lake and partner with Product and BI teams to build new behavioral events, pipelines, datasets, models, and reporting to support their initiatives. You'll also assist to develop our analytics capabilities in Quicksight and build out our real time reporting capabilities.
Requirements
What you'll do:
- Provide support to internal and external customers on all aspects of LRN’s proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
- Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
- Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
- Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer.
- Escalate issues related to capabilities where appropriate.
- Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
- Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
- Maintain quality levels for all work related to customers’ requests.
- Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working.
- Collaborate with peers to discuss unique solutions and to document them.
- Perform other duties as assigned.
What we're looking for:
- Bachelor’s Degree
- 4-6 years of L2/L3 level experience in a customer facing role in an application support environment.
- Proficient in Japanese language (Written and spoken)- Mandatory
- Excellent communication skills in English. This position requires above par skills to write and speak in English.
- Extensive experience in supporting enterprise customers based in US and Europe.
- Familiarity with HTML and CSS.
- Familiarity with Learning Management Systems
- Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
- Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
- This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.
- An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.
- Ability to consistently spot and report issues before they reach a point of becoming critical.
- A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
- Must have an inherent attention to detail
Benefits
- Excellent medical benefits, including family plan
- Paid Time Off (PTO) plus India public holidays
- Competitive salary
- Combined Onsite and Remote Work
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
What We Do
LRN is the world's largest dedicated ethics and compliance company, educating and helping more than 30 million people a year worldwide navigate complex legal and regulatory environments and foster ethical cultures. LRN's combination of practical tools, education, and strategic advisement helps companies translate their values into concrete practices and leadership behaviors that create sustainable, competitive advantage.
In partnership with LRN, companies need not choose between living principles and maximizing profits, or between enhancing reputation and growing revenue: both are a product of principled performance. Our offerings mitigate the risk of costly ethical lapses and compliance failures, while building trust and earning the company a reputation for lawful and ethical conduct.
LRN is the trusted long-term partnership to more than 3,000 organizations, including some of the most respected and successful businesses in the world. Together we acquire and disseminate proven strategic and tactical insights and develop solutions based on real-world experiences.
Headquartered in New York, LRN has offices in London, Tokyo, Singapore, Mumbai, Costa Rica and Dubai, with employees all over the world
