Technical Support Specialist, Japanese Speaking

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Oversee and coordinate essential customer escalations within a global setting

• Serve as the primary point of contact for high-severity incidents

• Collaborate with cross-functional teams to guarantee timely resolution of issues

• Provide regular updates to both customers and internal stakeholders during incidents

• Monitor incident progress and ensure accountability among teams

• Maintain documentation and reporting related to incidents

• Offer weekend or off-hours support as necessary

• Work 9 hours daily, including a lunch break

• Work 4 weekdays and 1 weekend shift each week

• Adhere to assigned shifts within the operational coverage window of 7:00 AM to 11:00 PM, focusing on APAC or EMEA shifts

• Observe public holidays of supported countries based on project assignment

⛳️ Requirements

• 2–5 years of experience in technical support, incident management, escalation or crisis management, stakeholder management, or service operations

• Demonstrated experience supporting enterprise-level customers in both English and Japanese

• Excellent written communication skills in English

• Proficiency in Global Mandarin, Korean, or Japanese

• Comfortable working with global teams across various time zones

• Strong sense of ownership, accountability, and responsibility

• Ability to perform effectively under pressure while adhering to strict SLAs

• Capable of managing challenging, high-profile customer situations with professionalism and composure

🏝️ Benefits

• Emphasis on work-life balance

• Opportunities for skill enhancement

• Annual creative film and speech contests

• Weekly office game tournaments

• Equal opportunity and inclusive workplace