Technical Service Desk Agent - Native Japanese Speaker

Find Global Sdn. Bhd; Selangor; On-site; MYR 33,480 - 55,800; Full time

Job summary

A prominent technology services company in Malaysia is seeking a Customer Support professional to manage customer interactions, resolve inquiries, and provide primary-level support. Responsibilities include understanding service specifications and troubleshooting network issues while confirming operational status and device communication. Ideal candidates will have strong communication skills and the ability to manage complex customer inquiries. Offers competitive compensation and a supportive work environment.

Qualifications

• Ability to manage customer interactions effectively from start to finish.
• Experience in troubleshooting and identifying solutions for various inquiries.
• Understanding of system and network operations relevant to customer service.

Responsibilities

• Manage customer interactions from the initial stage of service delivery.
• Evaluate and resolve complex customer inquiries.
• Develop a strong understanding of service specifications and architecture.
• Perform initial troubleshooting and escalate when necessary.

Skills

Effective communication

Customer issue resolution

System troubleshooting

Knowledge base utilization

Operational responsibility

Job description

Customer Support

• Manage customer interactions from the initial stage of service delivery.
• Communicate effectively with customers to understand inquiries, accurately identify issues, and clearly document reported events.
• Evaluate complex customer inquiries and determine the appropriate resolution approach.
• Independently resolve issues when possible and escalation cases when they exceed assigned responsibility or expertise.

Service Support

• Develop a strong understanding of service specifications, system architecture, and customer usage environments.
• Provide primary-level support by guiding customers on basic service and application usage and configuration.
• Utilize established knowledge bases and documentation to deliver consistent and accurate support.

Network and Server Operations

• Understand system, network, and device configurations related to the provided services.
• Analyse alerts received from monitoring systems to assess user impact and system status.
• Perform initial troubleshooting and determine when escalation to Tier 2 or Tier 3 support is required to ensure timely issue resolution.
• Verify device communication, operational status, and recovery using standardized command-line interfaces or graphical user interfaces for general-purpose devices (e.g., routers, switches, Linux servers).
• Assume operational responsibilities progressively following completion of necessary training and qualification steps.
• Handle carriers / vendors in each country, understand regional characteristics from past cases and perform appropriate career / vendor management according to them.