We are seeking a Bilingual Japanese Application Support Engineer someone who is responsible for delivering proficient technical support in both languages to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers. Their role involves supporting the customer inquiries, managing account registration, and troubleshooting application issues. Additionally, they are tasked with providing comprehensive documents such as technical and operational/customer manuals. This role requires a strong customer service mindset, the ability to analyze systems, and customer needs and plans to provide specialized business solutions and make recommendations to improve efficiency.
Client (type/ industry): IT Solutions branch of a major Japanese company
Working Location: Remote (Farmington Hills, MI)
Employment Type: Contract
Salary: Up to $23-30/h
Working Hous two shifts. Shift 1 is 8:00am - 5:00pm and Shift 2 is 11:00am – 8:00pm (Monday – Friday). Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs
VISA support: NO/ United States (Required)
Language: English, Japanese
[Job Overview]
Duties/Responsibilities:
Respond promptly to customer inquiries
Manage customer inquiries and maintain organized record in the ticketing system
Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions
Manage customer accounts daily and ensure data accuracy
Organize workflow to meet customer timeframes
Direct requests and unresolved issues to the designated resource
Follow up on customer interactions
Record details of inquiries, comments and complaints
Record details of actions taken
Prepare and distribute customer activity reports
Maintain customer databases
Communicate and coordinate with internal departments
Provide feedback on the efficiency of the customer service process
Translate system and application document in both English and Japanese
Consistent availability to work in an office environment
Collaborate with team members to provide support to customers
Requirements:
Act with integrity and professionalism
Excellent verbal and written communication skills
Excellent interpersonal, negotiation, and conflict resolution skills
Excellent organizational skills, attention to detail
Ability to prioritize tasks and to delegate them when appropriate
Problem Solving/Analysis skills
Proficient with Microsoft Office Suite
Should be a good team player
Proficiency in document management
Qualifications:
Bachelor’s degree in computer science, or related field
Bilingual with Japanese-English
1-2 years’ experience in IT support or related field
Basic computer skills
Microsoft Outlook/E-mail capability
MS-Office Capability (Word, Excel and Power-point etc)
Prior experience in troubleshooting technical issues
Experience with server such as Linux and Windows is plus
Having automotive R&D knowledge is plus
Knowledge/hands-on experience on IT networking and scripting is plus
Benefits:
401(k) plan - After 90 days of work
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Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Internet Publishing
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