Japanese Customer Support Specialist

Key Responsibilities:

• Technical Support: Effectively resolve Level 1 service desk technical queries for local and overseas users via calls, email, and chat, ensuring adherence to SLAs.
• Remote Assistance: Provide remote support to users facing issues with their computer systems, guiding them through troubleshooting steps.
• Documentation: Maintain accurate and detailed documentation of all customer interactions in the prescribed format, ensuring knowledge transfer to colleagues and the knowledge base.
• Bilingual Communication: Accept engineer dispatch requests from global customers in English and coordinate with Japanese engineers for equipment repairs (servers, routers, etc.), providing interpretation during maintenance calls.
• Preparation and Coordination: Prepare necessary work procedures for onsite engineers and ensure all required information (e.g., site addresses, parts shipments) is accurate and complete before work begins.
• Case Management: Manage the lifecycle of support tickets from creation to closure, including creating, updating, and summarizing ticket information in an easy-to-read format.
• Customer Service: Assist in responding to customer inquiries and resolving issues in Japanese and English, ensuring a high standard of service.
• Team Collaboration: Work collaboratively with field and remote engineers, connecting them as needed via email or phone.

Requirements:

• MUST Proficiency in Japanese and English (spoken and written); N2 Level or above is an added advantage.
• Strong technical knowledge of IT networks and troubleshooting; OR a willingness to learn and interest in the IT field (training will be provided).
• Have customer service experience is an added advantage.
• Excellent communication, organizational, and documentation skills.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.