ROLE: 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 (Single Sign On, IDPs, Provisioning etc), Graph and SCIM

APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers

and Delivery, Networks, MAM/MDM/EMM.

REQUIREMENTS

* Strong technical knowledge and practical understanding in: Web

technologies, Identity and Access Management (Single Sign On, IDPs,

Provisioning etc), 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 in successfully 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, etc)

* 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

between 20-25 complex cases daily

* Strong critical thinking and analytical skills to isolate, investigate,

reproduce and resolve hardware and software issues while leveraging engineering

level troubleshooting tools.

* Collaborative interpersonal skills with experience working in a

cross-functional team environment

* Multifaceted with the ability to thrive in a fast-paced environment while

maintaining a high level of attention to detail on customer cases.

* Agile with swift adaptation to constant product and process changes

* 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, including correspondence, live chat, screen-share, and phone, with a focus on resolving complex, high-priority issues.

  Resolve Complex Technical Issues: Leverage strong critical thinking and analytical skills to isolate, investigate, reproduce, and resolve deep-level hardware and software issues,

utilizing engineering-level troubleshooting tools and techniques.

  Handle High-Volume Caseload: Efficiently manage and prioritize a structured workload of 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

·      

Identity and Access Management (IAM): Including Single Sign-On

(SSO), Identity Providers (IDPs), and User Provisioning.

·       Maintain Expert Product Knowledge: Demonstrate the capability to absorb high volumes of information from multiple resources (including technical documentation and

product information without a Single Source of Truth - SSOT) to maintain an

expert-level understanding of all 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: Demonstrate diligence to follow documented processes and procedures, while proactively providing constructive feedback for continuous improvement opportunities.

Utilize Support Systems: Maintain fluency with operating systems (Windows,

Mac, iOS, Android), Microsoft Suite, and ticket management software (e.g., Zendesk, Salesforce) to accurately document and track all customer interactions and resolutions.

·      

Work in Tiered Model: Successfully operate within a tiered support model, effectively escalating or de-escalating cases as required and collaborating with cross-functional teams.

• Exceptional Communication: Maintain confident verbal and written communication skills, demonstrating excellence in empathy and rapport building to foster positive relationships with enterprise customers.

• Cross-Functional Teamwork: Utilize collaborative interpersonal skills to work effectively in a cross-functional team environment (e.g., with Engineering, Product, and Sales teams) to expedite problem resolution and product improvement.

• Self-Management: Operate as a self-managing individual with the ability to problem-solve with minimal supervision, while maintaining a high level of attention to detail on all customer cases.