Global Support L1 Agent (Japanese Speaker)

Global Support - Service DeliveryIntroduction & SummaryWe are seeking a dedicated Global Support L1 Agent to join our team. The ideal candidate must possess fluency in Japanese, along with strong English communication skills, and a passion for providing excellent customer service. This role involves assisting customers with technical and business issues related to the OutSystems Platform while ensuring high service levels. If you are proactive, empathetic, and enjoy problem-solving, we want you on our team!Main ResponsibilitiesHandle calls, emails, and chat sessions with our Worldwide customer base.Register and triage technical challenges and business issues related to the OutSystems Platform.Query the Knowledge Base to find immediate responses to known problems.Route issues to second-line teams and monitor responses to incidents.Update customers on pending incidents, managing their expectations.Management of tasks related to cloud and licensing.Advocate for customers and help define ways to add value to the customer experience.Key RequirementsFluency in spoken and written Japanese (mandatory)Available to work in shiftsFluency in English verbal and written skillsNetwork knowledge and/or developing experience preferredPassion for people interaction and technologyA friendly and helpful approach to customers in difficult situationsGeneral interest in problem-solving and troubleshootingAble to work in a creative (and fun) environment under minimal supervisionGrowth mindset and proactive attitudeTeam player with a great work ethicBachelors or Masters Degree in a related fieldNice to HaveKnowledge of problem tracking or ticketing systemsTelephony, email, and chat proficiencyBusiness document writing, editing, and managementGood understanding of search syntax for technical repositoriesOther DetailsThis position involves shift work and provides an opportunity to engage with a global customer base in a dynamic environment. If you thrive in a team-oriented setting and are committed to customer satisfaction, apply today!