Helpdesk Support - Bilingual Japanese

The Helpdesk Support is responsible for delivering proficient technical support in Japanese and English to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers. Their role involves supporting the customer inquiries, managing account registration, and troubleshooting application issues. Additionally, they are tasked with providing comprehensive documents such as technical and operational/customer manuals. This role requires a strong customer service mindset, the ability to analyze systems, and customer needs and plans to provide specialized business solutions and make recommendations to improve efficiency. They directly report to the Assistant Manager of the team. 

The schedule for this role is on rotation Shift 1 is 8:00am - 5:00pm and Shift 2 is 11:00am – 8:00pm (Monday – Friday). Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs.

Requirements

• Bachelor’s degree in computer science, or related field
• Bilingual with Japanese-English
• 1-2 years’ experience in IT support or related field.
• Basic computer skills
• Microsoft Outlook/E-mail capability
• MS-Office Capability (Word, Excel and Power-point etc)
• Prior experience in troubleshooting technical issues
• Experience with server such as Linux and Windows is plus
• Having automotive R&D knowledge is plus
• Knowledge/hands-on experience on IT networking and scripting is plus

Essential Functions:
• Respond promptly to customer inquiries
• Manage customer inquiries and maintain organized record in the ticketing system.
• Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions.
• Manage customer accounts daily and ensure data accuracy.
• Organize workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Follow up on customer interactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Communicate and coordinate with internal departments
• Provide feedback on the efficiency of the customer service process
• Translate system and application document in both English and Japanese.
• Consistent availability to work in an office environment.
• Collaborate with team members to provide support to customers.