Overview:
A leading IT company seeks a proactive and customer-oriented individual to join our team as a Customer Support Representative.
In this role, you will provide essential technical support and ensure seamless communication with clients regarding network, application, and service-related inquiries.
This is an excellent opportunity for bilingual (Japanese/English) candidates who are passionate about IT support and customer service.
Key Responsibilities:
Handle customer inquiries, troubleshoot issues, and address complaints through phone and email.
Collaborate with network carriers to resolve circuit outages and usability challenges.
Coordinate with service providers and resellers to respond to customer inquiries efficiently.
Guide customers remotely in identifying and resolving internet connectivity issues.
Provide basic instructions on using applications and internet-related services.
Escalate complex technical issues to the engineering team when necessary.
Monitor and manage ongoing service tickets, ensuring timely and effective resolution.
Notify customers promptly of planned or unexpected service outages.
Manage data center-related inquiries, creating appropriate service tickets.
Draft, update, and translate manuals, documents, and reports as needed.
Collaborate with the team to cover customer support during Pacific Standard Time (PST) hours when required.
Collect and share information for LAN support and troubleshooting, including creating support manuals.
Qualifications:
Prior experience in IT support, particularly with networks, hardware, software, services, or security, is preferred.
Strong customer service skills and a solution-oriented mindset.
Bilingual proficiency in Japanese and English is required.
Ability to work within a team and handle technical challenges effectively.
Working Hours:
Regular hours are Monday to Friday, 9 am to 5 pm EST.
Flexibility to cover 9 am to 5 pm PST (12 pm to 8 pm EST) as needed.