IT Customer Support (Bilingual JP/EN)

Manhattan, NY
Full Time
Mid Level

▶︎ 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

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