Help Desk Support Engineer

Responsibilities:

• Provide technical support and assistance to clients via phone, email, or chat in both Japanese and English languages.
• Troubleshoot hardware and software issues, diagnose problems, and escalate complex issues to appropriate teams for resolution.
• Guide clients through step-by-step solutions and provide accurate information on products or services.
• Document all support interactions and resolutions in the ticketing system for future reference.
• Collaborate with internal teams to identify and implement solutions to recurring technical issues.
• Stay updated on product knowledge and industry trends to provide effective support to clients.

Requirements:

• Fluent proficiency in both Japanese and English languages (spoken and written).
• Bachelor's degree in Computer Science, Information Technology, or related field.
• Over one years of experience in technical support or help desk roles.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work efficiently in a fast-paced environment and handle multiple tasks simultaneously.
• Familiarity with ticketing systems and remote support tools.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are a plus.

Preferred Qualifications:

• Experience in a bilingual support role or in a multicultural work environment.
• Knowledge of ITIL framework and best practices.
• Familiarity with Japanese business culture and etiquette.
• Additional technical certifications or training in relevant areas.