Technical Service Desk Agent-Japanese speaker
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.
- 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.
Ho Chi Minh City
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