Infra Tech Support Associate

Key Responsibilities: 1. Technical Support: o Provide first-level technical support to customers through phone, email, and chat, addressing a wide range of technical issues. o Troubleshoot and resolve hardware, software, and network-related problems in a timely manner. o Assist customers with the installation, setup, and configuration of software applications. 2. Documentation: o Accurately document all customer interactions, technical issues, and resolutions in the ticketing system. o Ensure proper escalation of complex or unresolved issues to higher-level support teams when necessary. 3. Customer Service: o Deliver excellent customer service, ensuring clients are informed throughout the resolution process and are satisfied with the support provided. o Manage customer expectations and ensure timely follow-up on outstanding issues. 4.Collaboration: o Work closely with team members to share knowledge, improve processes, and ensure the continuous improvement of service desk operations. o Provide feedback to help enhance technical support procedures and workflows. Requirements: 1. Language Proficiency: o Fluency in Japanese (Read, Write & Speak) o Proficiency in English is essential. o Bilingual capability with Mandarin and English is a strong plus. 2. Experience: o Minimum of 1 year of experience in a technical support or IT service desk role. 3. Skills: o Strong problem-solving and troubleshooting skills. o Excellent communication and interpersonal skills. o Attention to detail and ability to multitask in a fast-paced environment. 4. Technical Knowledge: o Solid understanding of software applications, operating systems, and computer hardware. o Familiarity with troubleshooting tools and techniques. 5. Certifications (Preferred but not required): o Relevant technical certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are an advantage