* IT & Telecomms
* Help Desk / Support
* Sydney
* Contract or Temp
25/9/2024
* Full-time WFH / remote
* Fluency in Japanese (both written and spoken) is mandatory
* $30/hr + Superannuation
Our client is a leading innovative software solution provider that empowers businesses worldwide. Their cutting-edge SaaS products are designed to streamline operations, enhance productivity, and drive growth. They pride themselves on delivering exceptional customer service and support.
Job Description:
We are seeking a dedicated and enthusiastic Level 1-2 Technical Support Agent fluent in Japanese to join the technical support team. The successful candidate will play a crucial role in assisting Japanese-speaking customers by providing prompt and effective technical support. If you have a passion for technology, excellent problem-solving skills, and a commitment to customer satisfaction, we want to hear from you!
Key Responsibilities:
* Provide first-level and some second-level technical support to Japanese-speaking customers via phone, email, and chat.
* Troubleshoot and resolve customer issues related to our client's SaaS products.
* Document and track customer interactions and resolutions in the support ticketing system.
* Collaborate with Level 2 support and engineering teams to escalate and resolve complex issues.
* Assist customers with product setup, configuration, and usage.
* Deliver exceptional customer service by understanding customer needs and providing timely solutions.
* Stay up-to-date with product updates, features, and best practices.
* Contribute to the development of support documentation and knowledge base articles.
Requirements:
* Fluency in Japanese (both written and spoken) is mandatory.
* Proficiency in English.
* Previous experience in technical support is preferred.
* Strong technical aptitude and ability to learn new software quickly.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong problem-solving skills and attention to detail.
* Familiarity with SaaS products and cloud-based solutions is a plus.
* Be available for some weekend and holiday rostering.
Benefits:
* 1-year contract
* $30/hr + Superannuation
* Fully remote role / full-time WFH
* Opportunity to work in a fast-paced and innovative environment.
* Comprehensive training and ongoing professional development.
* Collaborative and supportive team culture.