Helpdesk Support Representative ( Japanese language)

Ivalua; Pune District; Hybrid; INR 420,000 - 640,000; Full time

Job summary

Ivalua, Pune, India, is hiring a Helpdesk Support Representative fluent in Japanese to provide first-line technical support across APAC, EMEA, and AMER. The role reports to the Helpdesk Manager and requires excellent listening, cross-cultural communication, and a strong service mindset.

You will handle tickets via phone, email, and portal, triage issues, and ensure timely updates to clients while escalating complex cases to Tier 3 when needed. A hybrid work model is offered.

Qualifications

• Minimum of 2 years of helpdesk or customer support experience.
• Strong technical aptitude with standard office software, internet technologies, and support systems.
• Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices.
• Proven experience with modern ticketing tools (e.g., ServiceNow, Zendesk).
• Comprehensive training will be provided for the IVALUA BUYER software suite.

Responsibilities

• Serve as the primary point of contact for customer technical support via phone, email, and ticketing channels.
• Analyze, triage, and qualify incoming technical inquiries and issues.
• Resolve support tickets in adherence to established procedures and tooling.
• Escalate complex incidents to Tier 3 support teams and track resolution progress.
• Maintain clear updates with customers throughout the lifecycle of their requests.
• Log, track, and update issue details accurately in ticketing platforms.
• Perform basic technical troubleshooting as needed.

Skills

Japanese language

Customer support

ITSM familiarity

ITIL practices

ServiceNow

Zendesk

Education

BE/BTech or Master’s in computer engineering/science

Foreign equivalent acceptable

Tools

ServiceNow

Zendesk

IVALUA BUYER software

Job description

Helpdesk Support Representative ( Japanese language)

Pune, Maharashtra, India

Created in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

COMPANY OVERVIEW

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration.

We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities.

Our Helpdesk department, international in scope (EMEA, AMER, APAC) and growing rapidly, consists of around thirty experts leveraging IVALUA procurement solutions and l work on multiple accounts, from different industries to assist our customer’s Administrators

ROLE:

Here at Ivalua, we are currently looking for a Helpdesk Support Representative . You will be reporting to the Manager, Helpdesk of the helpdesk team and to deliver first-line technical support to customers and suppliers across the APAC region, as well as for EMEA and AMER. This role calls for exceptional listening skills, responsiveness, cross-cultural awareness, and a strong commitment to service excellence in a collaborative environment.

WHAT YOU WILL DO WITH US

• Serve as the primary point of contact for customer technical support via phone, email, and ticketing channels.
• Analyze, triage, and qualify incoming technical inquiries and issues.
• Resolve support tickets in adherence to established operational procedures and internal tooling.
• Escalate complex incidents to Tier 3 support teams and track resolution progress.
• Maintain clear and consistent updates with customers throughout the lifecycle of their requests.
• Log, track, and update issue details accurately within ticketing platforms.
• Efficient at performing basic technical troubleshooting which deviates from standard.

YOUR PROFILE

If you have the below experience and strengths this role could be for you:

Skills and Experience:

• Minimum of 2 years of helpdesk or customer support experience, preferably within a software environment.
• Strong technical aptitude with working knowledge of standard office software, internet technologies, and support systems.
• Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices.
• Proven experience working with modern ticketing tools (e.g., ServiceNow, Zendesk).
• Comprehensive training will be provided for the IVALUA BUYER software suite.

Soft Skills :

• BE/BTech or master’s degree in computer engineering, Computer science, or a closely related field or foreign equivalent.
• Professional fluency in both written and spoken Japanese and English.

LIFE AT IVALUA

• Hybrid working model (3 days in the office per week)
• We're a team dedicated to pushing the boundaries of product innovation and technology,
• Sustainable Growth, Privately Held
• A stable and cash-flow positive Company since 10 years
• Snacks and weekly lunches in the office
• Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity
• Unlock and unleash your full professional potential with our exceptional training and career development program
• Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued
• Regular social events, competitive outings, team running events, and musical activities

United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans - Ivalua Linkedin

This role will require a Hybrid work schedule of 3 days of the week working in the office - Tuesday and Thursday in the office is required with the 3rd day based on Department preference.