Mô tả công việc
Tóm tắt công việc
We are looking for a customer-focused Technical Service Desk Agent with Japanese language proficiency to provide first-level technical support to clients. You will diagnose and resolve technical issues, maintain accurate service records, and deliver a positive client experience through clear and professional communication.
Key Responsibilities
Provide first-level technical support in Japanese through phone, email, chat, and ticketing channels.
Troubleshoot hardware, software, application, system-access, and connectivity issues.
Record client interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
Escalate complex or unresolved incidents to the appropriate specialist teams.
Support users with software installation, setup, configuration, and basic application guidance.
Monitor assigned tickets and follow up to support timely resolution.
Follow established service desk procedures, knowledge articles, and security requirements.
Maintain professional and positive client experience throughout the support process.
Contribute to knowledge-based updates and continuous process improvement.
Hybrid working
Global Training
Performance bonus
Full social insurance, unemployment insurance, health insurance
Personal incident and health insurance
Wonderful and Human focus Environment
Dynamic and young work force
Great working environment (relax corners, PS4, ping-pong table etc.)
Allowances (lunch, parking, mobi, transportation)
Travel opportunities (Inter sites mobility)
Team activities (CSR, Coffee hours, Friday Talking, YEP, ...)
Yêu cầu
Fluent or business-level proficiency in Japanese, with strong written and verbal communication skills.
At least one year of experience in technical support, IT service desk, help desk, or a related role.
Working knowledge of computer systems, software applications, and common workplace technologies.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent customer service and interpersonal communication skills.
Strong attention to detail and ability to manage multiple tickets or priorities.
Ability to work effectively in a fast-paced and high-pressure support environment.
Ability to explain technical information clearly to non-technical users.
This role may require shift-based work, including weekends or public holidays, depending on client-support requirements.
Thông tin khác
CRM
Help Desk/Information Center
Workstation Support
Thông tin chung