Helpdesk (L1) Japanese (from home)

Please quote your daily fees (8 hours) in your bid. We need a Native or near native Japanese level helpdesk technician to work from home helping users with PC troubles during business hours. If you are new to IT but have interest in computers and can catch new concepts quickly, during the initial months we can have a non Japanese engineer assigned to help you if you get stuck at any point, so that our engineer can give you some tips and you can apply the same to support the customer. This is a long term position. We prefer residents in Japan but if you are fluent in Japanese and you can commit long term you can apply from any country. Primary Job Responsibilities Incident/Request/Problem/Knowledge Management 1. Perform Incident and Request Queue Management for clients and assign the tickets as appropriate 2. Provide first level contact and convey resolutions to customer issues 3. Properly escalate unresolved queries to the next level of support 4. Walk customers through problem solving process 5. Follow up with customers. 6. Utilize excellent customer service skills and exceed customers’ expectations 7. Ensure proper recording, documentation and closure 8. Recommended procedure modifications or improvements 9. Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users. 10. Other related tasks and responsibilities as directed by the Service Support Team Lead or his designate(s) 11. Additional responsibilities include: a. Comply and adhere to operational processes and security policies b. Use of Service management tools for Incident, Problem, Change and Configuration management c. Use of monitoring and management tools for the devices and infrastructure applications d. Attend all operational and project (ad-hoc) related scheduled meetings as required e. Your working hours will be in accordance with the normal business hours at the client sites that you are servicing. Normally 9-6PM Japan time. Key Performance Measures: Performance • Volume of tickets • Average handle time • SLA Service Level Agreement Compliance • Schedule Adherence