L1 Support Engineer
L1 Support Engineer
Job type:
Permanent
Specialization:
IT Support
Language Level:
English Level - Intermediate (TOEIC 600),Japanese Level - Advanced (JLPT Level 1)
Location:
Tokyo
Salary:
¥5,100,000.00 - ¥5,100,000.00 Yearly
Job Reference:
474899
A global business services company is looking for multiple L1 Support Engineers .
As a Frontline Technical Support Engineer (L1), you will provide the first level of contact to our customers, for queries via text, phone, email and the web portal of the CRM solution. This is a great opportunity to work with a dynamic team and smart products where you will get challenged with new problems to solve every day.
Responsibilities:
- Provide exceptional customer service while responding to text, phone, e-mail and online requests for technical support
- Provide Tier1, first point of contact and basic troubleshooting for customer issues
- Clearly identify, document, and find solutions for customer issues and product problems
- Escalate critical customer situations to the appropriate level of management and Backline support
- Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledge base
- Participate in a variety of team projects to ensure data integrity and usefulness of the knowledge base
Required Skills:
- 1+ years’ experience in a customer service, supporting software technology
- Adaptable, professional, courteous, motivated and works well on your own and as a member of a team
- Excellent Customer Service skills and a demonstrated success exceeding customer expectations
- Strong communication (verbal and written) and customer handling skills
- Strong attention to detail and focus on producing quality work products and results
- Basic familiarity with software distribution, patch management, and anti-virus technologies
- Familiarity with troubleshooting, analysis and debugging skill
Why should you apply:
- Strong engineering growth opportunity within technical support
- Clear progression possible from L1 --> L2 --> Team Lead
- Global workforce with opportunities to work across multiple departments
- A financially concrete NASDAQ listed company with 300,000 employees
Company Details:
A global business services company specializing in customer engagement and business process outsourcing. Operating in over 40 countries, it delivers innovative solutions across industries such as technology, healthcare, retail, and finance.
Working Hours: 09:00 - 18:00 Mon-Fri (no evening or weekend shift work)
Working Style: In-office
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, 21 Paid Holidays, Other Special Holidays etc
Services/Benefits: Transportation, Insurances, Pension, Casual Dress, Bi-annual bonus system
Interview Process: Member --> Hiring Manager
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