We are looking for a skilled Customer Support with strong problem-solving skills, excellent communication in both English and Japanese (JLPT N2 or above ), and experience with tools like Zendesk and Salesforce. You will serve as the primary point of contact for customers across Japan and global markets, delivering high-quality support across email, chat, phone, and ticketing platforms. You'll troubleshoot hardware, software, and connectivity issues, own cases end-to-end, and collaborate closely with Engineering, Product, and Sales teams to ensure timely and effective resolutions. If you are keen to apply for the role, please share your updated resume with [Confidential Information].
Key Responsibilities
- Serve as the primary point of contact for customer support across Japan and international markets
- Respond to and manage inbound support cases across email, phone, chat, and ticketing systems
- Provide support in both English and Japanese, ensuring clarity, accuracy, and professionalism in all interactions
- Troubleshoot hardware, software, and connectivity issues across Client products
- Own customer issues end-to-end, including problem definition, resolution, and high-quality escalation when required
- Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
- Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
- Route sales-related inquiries to the appropriate team members where relevant
- Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
- Contribute to building and improving support processes, workflows, and internal knowledge bases
Requirements
- Bachelor's degree required
- 5+ years of experience in customer support or service, preferably in a technology or consumer product environment
- Native or near-native fluency in both English and Japanese (JLPT N2 level or above - spoken and written). Excellent written and verbal communication skills, with sensitivity to cultural and regional differences.
- Strong problem-solving skills, with the ability to troubleshoot hardware, software, and connectivity issues
- Experience with support platforms such as Zendesk and CRM systems (Salesforce preferred)
- Strong organizational skills and the ability to manage multiple priorities effectively
- Ability to remain composed and professional in high-pressure situations
- Comfortable working independently in a fast-paced and evolving environment
- Strong sense of responsibility, attention to detail, and customer focus
- Willingness to learn and develop a deeper understanding of products and systems
Success Metrics
- Clear, accurate, and professional communication across English and Japanese support channels
- Timely and effective resolution of customer issues
- High customer satisfaction through consistency, responsiveness, and attention to detail
- Ability to manage responsibilities independently while maintaining strong collaboration with internal teams
- Ongoing contributions to improving support processes and documentation
Note:Only Malaysians and Malaysian PR's are preferred
