User Experience Specialist (Japanese-speaking)

ZULER TECHNOLOGY PTE. LTD.; Singapore; Hybrid; SGD 40,000 - 60,000; Full time

Job summary

A global leader in technology is seeking a User Experience Specialist (Japanese-speaking) based in Singapore. This hybrid role focuses on providing technical support, tackling user experience challenges, and collaborating with cross-functional teams. The ideal candidate must possess strong troubleshooting skills, be proficient in Japanese, Chinese (Mandarin), and English, and be capable of working independently and within a team. This role offers opportunities for fresh graduates and those experienced in IT support.

Qualifications

• 1–3 years of experience in UX/technical support or related IT support roles.
• Fresh graduates are encouraged to apply.
• Strong problem-solving and analytical skills.

Responsibilities

• Act as the bridge between users and the DeskIn product team.
• Analyze recurring issues, identify root causes, and prioritize fixes.
• Manage user experience across various support channels.

Skills

Problem-solving and analytical skills

Communication in Japanese

Communication in Chinese (Mandarin)

Communication in English

Education

Bachelor’s degree in any discipline

Tools

Ticketing systems

Remote support tools

Job description

Company Description

Zuler is a global leader in remote desktop and cloud computing, revolutionizing connectivity with cutting‑edge cloud rendering and real‑time communication technologies. With over 180 million installed devices and a team of experts from top tech companies, Zuler delivers high‑performance solutions that empower users worldwide.

Job Title: User Experience Specialist (Japanese‑speaking)

Job Summary

We are looking for a dedicated and customer‑focused User Experience Specialist to provide technical assistance and support to our users. This is a hybrid role that also supports our internal cross‑functional teams. The ideal candidate will have strong troubleshooting skills, excellent communication ability in Japanese, Chinese and English, and a passion for helping customers resolve technical issues efficiently.

Key Responsibilities

User Experience (UX) and Technical Support (60%):

• Own the end‑to‑end DeskIn user experience. Act as the bridge between users and the DeskIn product team — capturing real user pain points, synthesizing insights, and driving improvements across onboarding, remote access stability, device compatibility, and overall usability.
• Transform support signals into product innovation. Analyze recurring issues from global markets (TW, VN, ID, US, JP), identify root causes, and work with Product/Engineering to prioritize fixes and new features that improve DeskIn’s connection quality, workflow experience, and free‑to‑paid conversion.
• Create a proactive, multi‑channel user care system. Manage experience across email, in‑app feedback, Discord, social channels, and knowledge base. Build structured FAQs, macros, and UX guidance that reduce friction, increase user satisfaction, and elevate DeskIn’s reputation as a lifestyle remote‑access essential.
• Provide first‑level technical support via email, Discord and in‑house ticketing system.
• Diagnose and troubleshoot software, hardware, and network‑related issues, and elevate complex problems to the technical team when required.
• Maintain accurate records of issues and solutions in the ticketing system.
• Collaborate with developers/product teams to report bugs and improve product quality.
• Ensure timely follow‑up and resolution of customer issues.

Cross‑Functional Team Support (40%):

• Assist Marketing team on design and creative tasks.
• Assist HR team on procurement and administrative tasks to ensure efficiency in office operations.
• Support adhoc team bonding and coordination activities as needed.

Requirements

• Bachelor’s degree in any discipline.
• 1–3 years of experience in UX/technical support or related IT support roles. Fresh graduates are encouraged to apply.
• Proficiency in Japanese, Chinese (Mandarin) and English (spoken and written) required to communicate with Japanese‑speaking end users and Chinese‑mandarin‑speaking stakeholders.
• Strong problem‑solving and analytical skills.
• Basic understanding of systems, applications, and networking concepts.
• Experience with ticketing systems and remote support tools is an advantage.
• Good communication skills with a customer‑oriented mindset.
• Ability to work independently and as part of a team.
• Comfortable with working in an on‑site environment.
• Singaporeans only.

Preferred Skills (Optional)

• Experience in software support, or helpdesk environment.
• Knowledge of Windows, macOS, Android, or iOS troubleshooting.
• Familiarity with project management tools (e.g. Confluence).
• Ability to work in a fast‑paced environment.