Job Description
We are looking for a highly motivated Technical Support professional to deliver exceptional service to both internal and external stakeholders. This role is integral in ensuring seamless operations by providing high-quality technical assistance and resolving complex IT-related issues efficiently.
You will serve as a key point of contact for troubleshooting and support, handling escalations, and ensuring timely resolution of technical concerns across systems, applications, and hardware environments.
Key Responsibilities
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Diagnose, troubleshoot, and resolve complex issues related to desktop hardware, software, and systems
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Manage and respond to escalated technical incidents, including identifying system bugs, design flaws, and performance issues
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Provide support for highly technical and sophisticated products, including customer installations and user training
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Perform IMAC (Install, Move, Add, Change) activities and support data backup and restoration as required
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Ensure all service requests and incidents are resolved within defined Service Level Agreements (SLAs)
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Collaborate across teams and stakeholders to ensure proper ownership and resolution of issues
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Maintain documentation and provide insights into recurring technical problems to improve overall system reliability
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Develop strong familiarity with local and regional infrastructure and escalation pathways
Key Requirements
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Fluent in both English and Japanese (written and spoken)
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Proven customer support experience with a strong service-oriented mindset
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Strong active listening and communication skills, with the ability to adjust to different customer needs
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Ability to multitask effectively in a fast-paced environment
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Strong analytical and problem-solving capabilities
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High sense of urgency with a proactive approach to knowledge sharing
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Team-oriented with a collaborative mindset
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Certified in Japanese Language Proficiency (JLPT)
Experience Required
Technical Skills
Nice to Have