About Company
At EY, we are dedicated to Building a Better Working World. As a global leader in assurance, tax, transaction, and advisory services, we bring together diverse talent to help our clients navigate complex challenges and seize new opportunities. Our purpose is to build trust in capital markets and economies the world over. We believe in fostering an inclusive culture where every voice is heard, and every contribution matters. From global companies to startups, we work with clients across industries to help them transform, grow, and operate more effectively. Join a firm that is committed to your professional development, offers a dynamic work environment, and empowers you to make a tangible impact on our clients and communities.
Job Description
Are you passionate about providing exceptional service and thrive in a fast-paced environment? EY is immediately seeking a highly motivated and customer-focused individual to join our team as a Customer Support Specialist in Japantown, San Jose. In this critical role, you will be the first point of contact for our valued internal and external clients, providing timely and effective assistance across various platforms. This isn’t just about answering questions; it’s about building relationships, understanding needs, and ensuring a seamless experience that reflects EY’s commitment to excellence.
You will play a pivotal role in maintaining our reputation for outstanding client service. We are looking for someone who is not only technically adept but also possesses strong interpersonal skills, empathy, and a proactive approach to problem-solving. You will handle a diverse range of inquiries, from general support and technical troubleshooting to guiding clients through our services and platforms. This position offers a fantastic opportunity to immerse yourself in the world of professional services, gain invaluable experience, and grow within a globally recognized organization. If you are a natural communicator, a keen learner, and ready to make an immediate impact, we encourage you to apply. Your success will directly contribute to our clients’ satisfaction and our firm’s overall success in a dynamic and evolving marketplace.
Key Responsibilities
- Serve as the primary point of contact for client inquiries via phone, email, and chat, providing prompt and accurate information.
- Diagnose and resolve technical and non-technical issues, guiding users through step-by-step solutions.
- Document all customer interactions, issues, and resolutions accurately in the designated CRM system.
- Escalate complex problems to the appropriate internal teams, ensuring seamless hand-offs and follow-up.
- Maintain a high level of client satisfaction by providing courteous, professional, and efficient support.
- Proactively identify trends in customer feedback and suggest improvements to enhance service delivery and client experience.
- Collaborate with cross-functional teams to resolve issues and improve service processes.
- Participate in ongoing training and professional development to stay current with EY services and support technologies.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 1 year of experience in a customer service or technical support role.
- Excellent verbal and written communication skills with a professional and empathetic tone.
- Proven problem-solving abilities and a logical approach to troubleshooting.
- Strong technical aptitude and comfort with various software applications and operating systems.
- Ability to work independently and as part of a team in a fast-paced environment.
- Exceptional organizational skills and attention to detail.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field (e.g., Business, IT, Communications).
- Experience working within a professional services or consulting environment.
- Familiarity with CRM software (e.g., Salesforce) and ticketing systems.
- Ability to speak multiple languages relevant to the San Jose community (e.g., Spanish, Vietnamese, Tagalog, Japanese).
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (PTO) and company holidays.
- 401(k) retirement plan with company matching contributions.
- Professional development and continuous learning opportunities.
- Access to a wide range of wellness programs and resources.
- Employee assistance program (EAP).
- Commuter benefits program.
- Opportunities for career growth and advancement within a global organization.
How to Apply
To apply for this exciting opportunity and become a part of the EY team, please click on the application link below. We look forward to reviewing your application and learning more about how your skills and experience can contribute to our success.