Native Japanese – Technical Support

Location:

Kuala Lumpur, Malaysia

Salary:

RM 15,000

Language:

Japanese

Education:

Diploma and above holder

Joining Date:

ASAP

Required Skill-Set

• Strong technical knowledge and practical understanding in:
• Web technologies
• Identity and Access Management (IAM), including Single Sign-On (SSO), Identity Providers (IDPs), and User Provisioning
• Graph and SCIM APIs
• Custom and 3rd party integrations
• Webhooks
• Live streaming
• Mail servers and delivery
• Networks
• MAM / MDM / EMM
• Minimum 2 years of experience supporting enterprise-level customers via multiple channels: correspondence, live chat, screen-share, and phone
• Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite, and ticket management software (e.g., Zendesk, Salesforce)
• Self-managing with the ability to problem-solve with minimal supervision
• Capability to absorb high volumes of information across multiple resources (technical documentation and product information without SSOT)
• Structured multitasking and prioritization skills to efficiently handle 20–25 complex cases daily
• Strong critical thinking and analytical skills to isolate, investigate, reproduce, and resolve hardware and software issues using engineering-level troubleshooting tools
• Collaborative interpersonal skills with experience working in a cross-functional team environment
• Multifaceted and agile, able to thrive in a fast-paced environment while maintaining a high level of attention to detail on customer cases
• Confident verbal and written communication skills; excellence in empathy and rapport building
• Existing certifications for language and technical proficiency (minimum C1 for non-native speakers)
• Diligence to follow processes, procedures, and provide feedback for improvement opportunities
• Previous background working in a support tiered model

Responsibilities

• Provide Advanced Technical Support: Deliver expert, enterprise-level technical support to customers across multiple channels (correspondence, live chat, screen-share, and phone) with a focus on resolving complex, high-priority issues
• Resolve Complex Technical Issues: Leverage critical thinking and analytical skills to isolate, investigate, reproduce, and resolve deep-level hardware and software issues using engineering-level troubleshooting tools
• Handle High-Volume Caseload: Efficiently manage and prioritize 20–25 complex customer cases daily, ensuring timely resolution and high customer satisfaction
• Technical Domain Expertise: Apply extensive practical and theoretical knowledge to troubleshoot and resolve issues related to Web Technologies and IAM (SSO, IDPs, User Provisioning)
• Maintain Expert Product Knowledge: Absorb high volumes of information from multiple resources (including technical documentation and product information without SSOT) to maintain expert-level understanding of products and services
• Adapt to Change: Exhibit agility and swift adaptation to constant product and process changes within a fast-paced environment
• Process Adherence & Improvement: Follow documented processes and procedures while proactively providing feedback for continuous improvement
• Utilize Support Systems: Maintain fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite, and ticket management software to accurately document and track all customer interactions and resolutions
• Work in Tiered Model: Operate within a tiered support model, effectively escalating or de-escalating cases as required and collaborating with cross-functional teams
• Exceptional Communication: Demonstrate confident verbal and written communication skills, with excellence in empathy and rapport building to foster positive customer relationships
• Cross-Functional Teamwork: Work effectively with Engineering, Product, and Sales teams to expedite problem resolution and product improvement
• Self-Management: Independently manage tasks and problem-solving while maintaining high attention to detail on all customer cases