IT User Support Specialist - Japanese bilingual

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone and respond to email messages for customers seeking technical help. Install, modify, and repair computer hardware and software. Provide basic training for customers in the usage of computers and telecommunications systems.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Train customers on proper use of hardware and software
• Prepare FAQ manuals
• Install and Configure Hardware and Software Component
• Troubleshoot Hardware and Software inquires
• Repair and Replace damaged hardware
• Reimage PC to repair software issues
• Provide and update technical documentation
• Password management

Do you have experience in Software installation?, Do you have a High school diploma or GED?, * Excellent customer service orientation skills

• Basic problem-solving and analytical skills
• Excellent communication skills
• Strong documentation skills
• Business-level Japanese language skill preferable

Knowledge and Skills

Required:

• 1-3 years of IT User support experience is required.
• Basic knowledge on the fundamental concepts, practices, and procedures of Help Desk support
• Basic knowledge of setup, installation, configuration, and deployment of hardware and software.
• Basic problem solving and analytical skills
• Strong documentation skills
• Strong verbal communication skills

Preferred:

• Business-level Japanese language skill

Relevant Experience and Education

• Education/Training: High school diploma required, college degree preferred.
• 1-3 years of IT User support experience is required.