Customer Support Associate
Primary stack
Job description
About the Position
Customer Support Associate | Graphpad - Japan
Remote - Japan
About the Company
At Dotmatics, a Siemens company, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics, and Virscidian.
We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.
Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.
Responsibilities
- Enter and manage order data across internal systems, ensuring accuracy at every step
- Review incoming order emails to verify invoice amounts, expiration dates, serial numbers, and user information, and transfer relevant data into the appropriate systems
- Register serial numbers in the database, process authentication codes, and complete order data as required
- Generate invoices, delivery slips, and registration certificates in PDF format using internal tools
- Save and organize completed documents in Google Drive and prepare them for final review prior to delivery
- Communicate with team members via Slack in a timely and organized manner, following established team protocols
- Serve as a first point of contact for customer inquiries and requests via email and phone
Secondary Responsibilities
- Build and maintain trusted relationships with customers, ensuring satisfaction with our products and services
- Develop a thorough understanding of our products and offerings in order to provide accurate and helpful information to customers
- Coordinate with internal teams and our offshore team, ensuring clear and timely handoffs
Requirements
- 3+ years of experience in customer support, customer success, or sales support
- Native or native-level Japanese proficiency (equivalent to N1 or above)
- Proficiency in order data entry
- Comfortable using English for daily operations in a professional environment (written)
- Experience collaborating with offshore or international teams
- Strong IT literacy (familiarity with tools such as Slack, Teams, Zoom, Workday, DocuSign, and Zendesk is preferred)
We Offer
- Dynamic, remote-friendly environment
- Opportunity to work with a global team of more than 800 colleagues
- Be part of a company built by scientists, for scientists
- Competitive benefits and professional development opportunities
About the Company
Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.
By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.
© Dotmatics. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Dotmatics is the global leader in R&D scientific software that connects science, data, and decision-making. Combining a workflow and data platform with best-of-breed applications, we offer the first true end-to-end solutions for biology, chemistry, formulations, data management, flow cytometry, and more.Trusted by more than 2 million researchers from the world’s leading biopharma, chemicals and materials enterprises, and academic institutions, we are dedicated to working with the scientific community to help make the world a healthier, cleaner and safer place to live.Learn more about our platform and products, including GraphPad Prism, Geneious, SnapGene, Protein Metrics, LabArchives, and more, atdotmatics.com.Highlights of working at Dotmatics:— Applications that impact real lives positively, helping scientists excel at their work— Culture that rewards results, creativity and grit— Opportunities to learn new technologies— Open and transparent culture— Peers around the world