The Plant Co. Ltd. · 3 months ago
Technical Support Associate
United States
Full-time
Remote
Mid LevelThe Plant Co. Ltd. empowers enterprises with data-driven omnichannel experiences through tailored commerce solutions. As a Technical Support Associate, you will manage client support operations, troubleshoot technical issues, and ensure efficient communication to maintain client trust.
ConsultingContentE-CommerceSoftware
Responsibilities
Resolve customer issues – Investigate, reproduce, and resolve client-reported issues with accuracy and within SLA targets
Follow up on bugs and projects – Track ongoing tickets and system updates, verify fixes, and communicate progress clearly to stakeholders
Reactivate and maintain user accounts – Complete administrative and technical steps to ensure smooth reactivation and maintenance of client systems
Support projects and releases – Assist in testing, migration, and verification during system updates
Document and share knowledge – Maintain clear, up-to-date internal documentation and client-facing knowledge base articles
Collaborate cross-functionally – Work with developers, QA, and Customer Success teams to ensure seamless communication and issue resolution
Contribute to team goals – Support internal OKRs by tracking progress and sharing insights that improve processes and client outcomes
Qualification
Required
Mid-level experience in a technical or SaaS environment
Experience managing client issues from investigation to resolution
Fluent or near-native level Japanese and business-level English
Analytical mindset with a knack for identifying root causes and implementing clear solutions
Comfortable with web technologies, eCommerce platforms, and content management systems
Able to create structured, visual, and easy-to-understand internal documentation
Thrive in cross-functional teamwork with developers, QA, and project teams
Familiarity with SQL, HTML, or scripting for troubleshooting purposes
Reliable internet connection and a quiet workspace
Based in Japan
Company
The Plant Co. Ltd.
Enterprise Systems. Startup Speed.
Founded in 2005
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase