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

• Diagnose, troubleshoot, and resolve complex issues related to desktop hardware, software, and systems

• Manage and respond to escalated technical incidents, including identifying system bugs, design flaws, and performance issues

• Provide support for highly technical and sophisticated products, including customer installations and user training

• Perform IMAC (Install, Move, Add, Change) activities and support data backup and restoration as required

• Ensure all service requests and incidents are resolved within defined Service Level Agreements (SLAs)

• Collaborate across teams and stakeholders to ensure proper ownership and resolution of issues

• Maintain documentation and provide insights into recurring technical problems to improve overall system reliability

• Develop strong familiarity with local and regional infrastructure and escalation pathways

Key Requirements

• Fluent in both English and Japanese (written and spoken)

• Proven customer support experience with a strong service-oriented mindset

• Strong active listening and communication skills, with the ability to adjust to different customer needs

• Ability to multitask effectively in a fast-paced environment

• Strong analytical and problem-solving capabilities

• High sense of urgency with a proactive approach to knowledge sharing

• Team-oriented with a collaborative mindset

• Certified in Japanese Language Proficiency (JLPT)

Experience Required

• At least 2 years of experience in Application Support / Service Desk

• At least 2 years of hands-on troubleshooting experience in a professional environment

Technical Skills

• Solid experience supporting Windows and macOS environments

Nice to Have

• ITIL Certification

• Experience with Fieldglass

• Familiarity with Source-to-Pay (S2P) platforms, such as:

  • SAP Ariba

  • Coupa

  • Other Procure-to-Pay solutions