IT Customer Support (Bilingual JP/EN)

• Job Details:
• Job Title: IT Customer Support (Bilingual JP/EN)
• Client: IT Company
• Working Location: Manhattan, NY
• Working Style: Hybrid or On-site
• Employment Type: Full-time
• Salary: $50,000 – $70,000 (DOE)
• Working Hours: 9am-5pm (EST) Monday-Friday
• Language: Japanese and English (strong verbal and written skills required)

• What will you do:
• Respond to service-related customer inquiries or troubleshooting by phone and email
• Instruct network carriers to troubleshoot circuit outages and usability issues
• Communicate with application service providers/resellers to respond to customer inquiries
• Provide customers with remote instructions to isolate Internet connection issues
• Provide basic instructions to customers on using computer & network applications
• Escalate trouble tickets to engineering team when beyond 1st level support scope
• Manage ongoing service tickets and ensure expected service levels
• Send notices for planned or unexpected service outages to customers timely

• Required Qualifications & Skills:
• Business level speaking and writing skills in both Japanese and English
• Working knowledge of MS Word, Excel, Outlook, and Internet Explorer
• Willingness and ability to learn quickly
• Experience collaborating with a team in a business environment