Technical Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Salt Recruitment Full time

We are seeking a dedicated and enthusiastic Technical Support Specialist fluent in Japanese to join our team. The successful candidate will play a crucial role in assisting Japanese-speaking customers by providing prompt and effective technical support.

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:

  • Proficiency in English and Japanese (both written and spoken) is mandatory.
  • 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.

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.

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