Customer Support Engineer

Our client is a publicly traded, Fortune 500 technology company and a global leader in real estate information, analytics, and online marketplaces. The organization provides comprehensive commercial and residential property data, market intelligence, and digital solutions that help businesses and consumers make informed real estate decisions worldwide.

With more than three decades of industry expertise, the company has built one of the most extensive real estate data platforms in the market, serving customers across multiple regions and sectors. Through continuous innovation and investment in technology, it has established itself as a trusted provider of property insights, analytics, and marketplace solutions.

A key business unit within the organization is a market leader in spatial computing and digital twin technology, driving the digital transformation of the built environment. Its platform converts physical spaces into immersive digital models, enabling enhanced planning, construction, operations, documentation, valuation, and marketing processes. Millions of properties across more than 170 countries have been digitally captured and transformed, creating significant value throughout the building lifecycle.

The company is committed to innovation, growth, and empowering employees with cutting-edge tools and resources to create meaningful impact for customers and stakeholders around the world.

RESPONSIBILITIES
Responsible for investigating, resolving, and documenting inquiries of all levels received from domestic and international
customers via phone, email, and chat channels, following case management and escalation procedures to swiftly resolve
customer issues.
Propose best practices and guidelines to continuously improve the quality and capacity of Matterport's software and services.
Devise unique solutions for difficult problems while simultaneously maintaining company goals and branding.
Maintain high customer satisfaction through case investigations with all customers, including those at the enterprise level.
Act as a product expert to guide the team on handling complex cases.
Collaborate with other departments to communicate product and policy updates.
Onboard new members and train existing team members on new features.
Report customer issues to the product team.
Determine the severity, frequency of occurrence, and possible workarounds for complex issues.
Collaborate with QA, Software, and Hardware departments as necessary to evaluate problem-solving procedures.
Contribute to the creation of departmental procedures and processes.
Localization of technical support documents and customer service explanatory content from English to Japanese, as well as
localization and review of product manuals, product websites, and product UIs from English to Japanese.
Perform any other duties as assigned.