Basic Info

Job Description

• Respond to customer inquiries and handle technical issues via phone, email, and chat in both Japanese and English professionally with appropriate solutions effectively
• Create support tickets in ITSM systems with a clear and detailed description, assign them with appropriate categorization and priority level
• Initiate quick resolution to routine incidents/requests and follow baseline SOP / KB library
• Assist in troubleshooting and diagnosis of issues related to networking, OS, Office Suite / 365, generic IT workplace, and dedicated business applications
• Escalate unresolvable cases to the appropriate tier support team and continue following up with the team until full resolution
• Shift duty required at 5 days per week, 9 hours per day with 1 hour meal break from 0600 to 0000 (No fixed off day)

Job Requirements

• Diploma holder or above
• Min. 1 year hands-on experience in customer service/service desk support
• Knowledge of Information Technology / Computer Science is an advantage
• Good command of written and spoken English
• Good command of written and spoken Japanese (JLPT N2 or above, able to read Hiragana & understand Kanji)  
• Strong problem-solving skills, logical thinking, business mindset, and attention to detail
• Excellent communication and interpersonal skills.
• Working exp. in a Japanese co. and the retail luxury industry will be an advantage