Global Support L1 Agent (Japanese Speaker)

Global Support - Service Delivery

Introduction & Summary

We are seeking a dedicated Global Support L1 Agent to join our team. The ideal candidate must possess fluency in Japanese, along with strong English communication skills, and a passion for providing excellent customer service. This role involves assisting customers with technical and business issues related to the OutSystems Platform while ensuring high service levels. If you are proactive, empathetic, and enjoy problem-solving, we want you on our team!

Main Responsibilities

• Handle calls, emails, and chat sessions with our Worldwide customer base.

• Register and triage technical challenges and business issues related to the OutSystems Platform.

• Query the Knowledge Base to find immediate responses to known problems.

• Route issues to second-line teams and monitor responses to incidents.

• Update customers on pending incidents, managing their expectations.

• Management of tasks related to cloud and licensing.

• Advocate for customers and help define ways to add value to the customer experience.

Key Requirements

• Fluency in spoken and written Japanese (mandatory)

• Available to work in shifts

• Fluency in English verbal and written skills

• Network knowledge and/or developing experience preferred

• Passion for people interaction and technology

• A friendly and helpful approach to customers in difficult situations

• General interest in problem-solving and troubleshooting

• Able to work in a creative (and fun) environment under minimal supervision

• Growth mindset and proactive attitude

• Team player with a great work ethic

• Bachelors or Masters Degree in a related field

Nice to Have

• Knowledge of problem tracking or ticketing systems

• Telephony, email, and chat proficiency

• Business document writing, editing, and management

• Good understanding of search syntax for technical repositories

Other Details

This position involves shift work and provides an opportunity to engage with a global customer base in a dynamic environment. If you thrive in a team-oriented setting and are committed to customer satisfaction, apply today!