Technical Support Associate

The Plant empowers ambitious enterprises to lead with confidence by delivering distinctive, data-driven omnichannel experiences—fast. Through our tailored commerce solutions and QOR5 framework, we solve complex enterprise challenges with clarity, agility, and precision. As we evolve QOR into a next-generation platform, we continue to set the benchmark for scalable, high-performance digital transformation. We’ve built QOR5, our proprietary framework that powers tailored eCommerce solutions for enterprise clients today, and we are actively evolving it into a next-generation product platform. As Technical Support Associate , you will take ownership of client support operations, ensuring fast, accurate, and thoughtful service for our enterprise customers. You’ll troubleshoot technical issues, communicate updates, and help maintain client trust by resolving problems efficiently and clearly in both English and Japanese. What you will do 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. What we look for Customer Support Expertise – You have experience managing client issues from investigation to resolution in a technical or SaaS environment. Bilingual Fluency – Fluent or near-native level Japanese and business-level English, with the ability to communicate professionally with clients without tools or support. Problem-Solving Ability – Analytical mindset with a knack for identifying root causes and implementing clear solutions. Technical Literacy – Comfortable with web technologies, eCommerce platforms, and content management systems. Documentation Skills – Able to create structured, visual, and easy-to-understand internal documentation. Collaboration Mindset – Thrive in cross-functional teamwork with developers, QA, and project teams. Tools Competency – Familiarity with SQL, HTML, or scripting for troubleshooting purposes. What success in this role looks like You’re independently managing day-to-day client tickets and maintaining SLA compliance. Clients trust your communication and appreciate your responsiveness. Documentation and internal knowledge base articles are clear, current, and widely used by the team. You actively identify and contribute ideas for improving support processes and efficiency. You’re confidently handling complex or higher-priority issues while supporting new team members through shared knowledge. More about working at The Plant At The Plant, we believe firmly that employee growth drives our clients’ success. We encourage everyone to succeed by leading oneself, being reliable, communicating with care as well as developing one’s own craft and supporting others to excel. Working from home is fine, but a reliable internet connection and a quiet workspace is required. Because this role involves daily communication with Japanese clients, we’re looking for someone already based in Japan. Though we are 'remote first', we also enjoy getting together a few times a year for company events and team activities — a chance to connect face-to-face and celebrate our shared work. #J-18808-Ljbffr