Description :

About the Role

We are seeking a highly skilled Bilingual L1 Support Lead to deliver first-line technical support, oversee user tickets, and ensure seamless coordination with internal IT and engineering teams. The ideal candidate will be fluent in both Japanese and English, capable of managing user queries, troubleshooting application issues, and maintaining strong communication with onsite stakeholders.

Key Responsibilities :

- Handle L1 incidents, service requests, ticket triaging, and escalations.

- Perform basic technical troubleshooting across applications and systems (Java, .NET, Front-End, etc.).

- Collaborate with L2/L3 support teams to resolve advanced technical issues.

- Maintain and enhance knowledge base articles, SOPs, and user documentation.

- Communicate effectively with Japanese-speaking users, onsite teams, and stakeholders.

- Ensure adherence to SLAs, support processes, and escalation protocols.

- Monitor ticket queues, service performance, and user satisfaction metrics.

Required Skills & Qualifications :

- 5+ years of experience in IT Support, Helpdesk, or Application Support roles.

- Mandatory: JLPT N3/N2 Japanese proficiency with strong English communication skills.

- Experience working with ITSM tools such as ServiceNow, Jira, Confluence.

- Strong understanding of user support workflows, ticketing systems, and incident management.

- Good problem-solving skills, customer-handling abilities, and a service-oriented mindset.

- Ability to work effectively in a fast-paced, customer-facing support environment.