Helpdesk Support

Summary

The job is for a Bilingual Japanese Helpdesk Support in an IT Solutions company. The role involves handling customer inquiries, managing accounts, troubleshooting application issues, preparing reports, and translating documents. The qualifications include a Bachelor’s degree in computer science, bilingual skills in Japanese-English, 1-2 years’ experience in IT support, basic computer skills, and knowledge of Linux and Windows servers or automotive R&D. Benefits include medical health insurance, competitive paid time off, company-paid holidays, 401k matching program, company profit sharing, merit increases and bonus structure, and professional development and education reimbursement.

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)

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Medical health insurance (including dental and vision)
• Competitive paid time off and company-paid holidays
• 401k matching program
• Company profit sharing
• Merit increases and bonus structure
• Professional development and education reimbursement