Role Description We are seeking a Japanese-English Customer Support Specialist to provide remote support for smart home products. The ideal candidate will be responsible for assisting customers with a variety of inquiries and troubleshooting issues related to smart home devices. - Handle customer inquiries through phone calls, email, live chat, and ticketing systems. - Support customers with questions regarding products, orders, accounts, and after-sales services. - Provide basic troubleshooting assistance for smart home products such as smart locks, cameras, and network devices. - Escalate complex technical issues to the appropriate teams when necessary. - Accurately record customer issues and resolutions in the support system. Qualifications - Professional or near-fluent proficiency in Japanese, both written and spoken. - Proficiency in English for internal communication. - Minimum of 2 years of customer service experience. - Technical support experience is preferred. - Familiarity with smart home products such as smart locks, cameras, routers, or similar devices is a plus. - Ability to work independently in a remote environment. Requirements - Professional or near-fluent proficiency in Japanese, both written and spoken. - Proficiency in English for internal communication. - Minimum of 2 years of customer service experience. - Technical support experience is preferred. - Familiarity with smart home products such as smart locks, cameras, routers, or similar devices is a plus. - Ability to work independently in a remote environment.

• Achieve and maintain both individual and departmental productivity, quality and service standards • Handle internal and external customer interactions, and resolve customer queries, requests and complaints when required • Process customer orders, service plans and business data in an accurate and timely fashion • Actively contribute to a positive and supportive team culture • Deliver timely, relevant and accurate data to key stakeholders when requested • Work closely with other functions as appropriate to build positive and rewarding relationships • Take responsibility and seek opportunities for personal development

• Lead the technical aspects of multi-year service contracts and warranties. • Respond promptly and proactively to system issues, promoting high customer satisfaction by maintaining open communication and proactively addressing customer needs. • Maintain system logs consolidating all data related to failures on synchronous condenser projects. • Analyze system malfunctions and equipment failures by reviewing event logs and transient recordings, and provide solutions to issues encountered on site. • Develop, implement, and analyze maintenance programs and test procedures to maximize the availability, reliability, and performance of synchronous condenser installations. • Support site teams during commissioning, maintenance, and troubleshooting activities for synchronous condenser systems by reviewing site plans and providing technical guidance during site visits. • Occasionally perform field work, including commissioning, maintenance, and troubleshooting of synchronous condenser systems. • Review site reports related to commissioning, maintenance, and troubleshooting activities for synchronous condenser systems. • Provide technical support to the tender/procurement team for sourcing FACTS devices and equipment.

★ PLEASE SUBMIT YOUR CV IN ENGLISH ★ Customer Service Representative / Sales Support Location: Remote (LATAM) Employment Type: Full-Time | Contractor Compensation: $1,200 – $2,000 USD/month About the Role We are seeking a proactive and detail-oriented Customer Service Representative / Sales Support to ensure a smooth and professional customer experience from initial contact through service delivery. This role is highly operational and customer-facing, combining lead management, appointment scheduling, and sales support. You will work closely with Sales and Operations teams to ensure efficiency, accuracy, and excellent customer communication. Key Responsibilities - Receive, qualify, and manage inbound leads from calls, web forms, and CRM - Conduct outbound follow-ups via calls, texts, and email to convert leads into scheduled appointments - Follow up on warm leads to secure bookings - Schedule, confirm, and assign appointments to appropriate team members - Create and transfer service tickets and installation requests - Maintain accurate and up-to-date CRM records - Coordinate closely with Sales and Service teams to ensure seamless execution - Provide professional, friendly communication to customers at all times Requirements - 3+ years of experience in customer service, dispatch, inside sales, or similar roles - Proven experience working with U.S.-based customers - Strong phone presence and comfort handling inbound/outbound calls - Excellent English communication skills (written and spoken) - Strong organizational and multitasking abilities - Experience working with CRM systems - Tech-savvy and comfortable in fast-paced environments - Reliable remote work setup with strong internet connection Preferred Qualifications - Sales experience or revenue-driven roles - Experience in dispatching or scheduling operations - Spanish proficiency is a plus (not required) Important Notes - This is a highly customer-facing and phone-based role - Candidates must be comfortable handling high volumes of calls and follow-ups - Strong attention to detail and responsiveness are critical for success Benefits - Competitive salary in USD - Fully remote position aligned with U.S. business hours - Paid time off, local holidays, and birthday leave - Growth opportunities within a fast-growing international team - Collaborative and supportive work environment This is a remote/telecommute position.