Service Desk Agent - based in Tokyo

Job Description

We are seeking L1 support agents with basic IT skills and strong communication abilities, both verbal and written, at a native level in Japanese and business level in English. Selected agents will be trained to meet client expectations, including environment, processes, and IT and business knowledge, during the mandatory onboarding training.

Responsibilities include handling all user issues and service requests based on provided guidance and within the agreed Service Level Agreements (SLAs). Agents must efficiently and professionally address all contacts in the required languages and provide on-call support for Japan-based customers and end-users.

Our global service model provide support via hubs in Poland, China, and Japan.

Service Window: 

Weekdays Support : 7:00 ~ 22:00 (8 hours per shift+1 hour break)

Weekend Support : 8:30 ~ 22:00

Work location : Tokyo / Hybrid

Shift Timings (with one hour break): 

Others:

** Support needed 7days per week / Each resource works 5 days per week / Two days off per week.

Required skills/ Expected profiles:  

• Fluent verbal and written Japanese language skills paired with very good communication skills
• Experience in handling the relevant Operating Systems and Applications
• Experience working as a customer service agent.
• Team player with a problem-solving attitude and efficient task management skills
• Experience applying appropriate solutions according to the incident management process.
• Knowledge Management, incident Management, Service Now tool experiences are plus.