Technical Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Clarrow Full time
Job Title: Technical Support Specialist - Japanese Language

We are seeking a highly skilled Technical Support Specialist to join our team. The successful candidate will provide technical support to Japanese-speaking customers via phone, email, and chat.

Key Responsibilities:
  • Provide first-level and some second-level technical support to Japanese-speaking customers.
  • 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.
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.

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