IT SERVICE DESK (JAPANESE SPEAKER, BANGSAR SOUTH, KL, MALAYSIA)

---

We are seeking a fluent Japanese-speaking Technical Support Specialist to provide Level 1.5 remote support to our clients in Japan. You will resolve technical issues related to hardware, software, and networking, ensuring high customer satisfaction while working within a rotational shift schedule (including weekends/public holidays).

Responsibilities:

• Resolve Level 1.5 technical issues efficiently (hardware, software, network, and application troubleshooting) via phone, email, and chat.
• Deliver exceptional remote support to clients in Japan by providing clear, step-by-step guidance in Japanese.
• Document all customer interactions and resolutions accurately in the ticketing system.
• Meet or exceed service level agreements (SLAs) and performance targets.
• Contribute to knowledge base articles and share technical insights with team members.
• Adapt to monthly rotational shifts (7:00 AM – 9:00 PM, Monday–Sunday, including public holidays).
• Perform other duties as assigned.

Requirements:

• Language: Fluent Japanese (written and spoken) is mandatory to support Japan-based clients.
• Experience:
  • 1+ years in a Level 1.5 service desk/technical support role.
  • Proven experience supporting Windows OS, Microsoft Office, hardware (laptops/desktops), LAN, and commercial contact center systems.
• Technical Skills:
  • Proficiency in troubleshooting Windows OS and off-the-shelf software (e.g., MS Office).
  • Basic networking knowledge (TCP/IP, DNS, VPN).
  • Experience with remote support tools and ticketing systems.
  • Education: Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Work Schedule: Willingness to work 5 days per week in rotational shifts (7:00 AM – 9:00 PM, including weekends/public holidays). Shifts rotate monthly.
• Soft Skills:
  • Excellent problem-solving and customer service skills.
  • Ability to communicate technical solutions clearly to non-technical users.
  • Strong documentation and time-management abilities.