The Product Support Lead builds end-user supportability into both existing and all-new software products. The role works primarily with remote teams to ensure successful customer support outcomes for a portfolio of launched and planned applications and devices. The Product Support Lead will become the subject matter expert and seek to continually improve the quality of the customer support experience for their released products.
What You Will Do
- New product onboarding duties required by the Customer Service (CS) team, including identifying potential customer-facing issues, creation of an incident forecast, support readiness planning and initial support content development.
- Launch and sustaining product support activities including emerging issue identification and support response development.
- Develop the content and processes used by support agents to deliver support solutions to our end users.
- Coordinate aspects of content, policy, reporting and incident escalation with our Japan support organization.
- Act as the highest-level escalation point and maintain the highest level of product expertise outside of the product’s own development group.
- Iterate existing process and policies with the goal of reducing support contacts and improving the overall customer support experience.
What You Will Bring
- Professional bilingual experience with excellent writing, speaking and presenting skills in both Japanese and English.
- Demonstrated ability to understand, interpret, translate and communicate technical product issues and policy with our parent company in Japan.
- 5+ years of experience working in a consumer software test, support or product development organization.
- Experience localizing elements of a product or product documentation from Japanese to English or English to Japanese.
- Experience developing and implementing a support plan for at least one consumer-facing product or offering.
- Games industry background preferred.
- Content development or training development experience. (Web help design, knowledgebase development, call center training or Train the Trainer).
- Experience supporting software on mobile devices or personal computers at the operating system level, particularly with online connectivity.
- Experience working with multiple internal and external stakeholder teams.
- Demonstrated ability to analyze complex problems and present multiple solutions.
- Previous experience clearly articulating support requirements with thoughtful documentation.
- Proficiency with knowledge management, project management, or bug reporting tools. Examples include Jira, Team Foundation Server (TFS), Project, Confluence, SharePoint, and Workfront.
How You Will Be Successful
- Problem Analysis: You can filter information from multiple streams to determine what pieces will impact your area of the business.
- Business Acumen: You tailor communication and engagement style to the culture and make up of different teams to achieve results.
- Bias for Action: You have an eagerness to take initiative and persist in accomplishing objectives despite obstacles and setbacks. You work to resolve requests and incidents with a high sense of urgency and ownership.
- Great people skills: You know the “how” is as important as the “what” and you aim to build effective relationships across the organizations, as well as externally with 3rd parties. You are mindful of diverse perspectives and engage clients in a professional manner.
What to Expect
We offer a professional, fun and creative work environment. While we maintain a good balance between work and life, additional hours may be required at peak times or for specific initiatives especially due to the international stakeholder meetings in which this role will take part. Travel between office locations internationally may be required on occasion, up to 10%.
The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of people so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.