L1 Support Agent (Shift)

A global IT company is seeking an L1 Support Agent! Apply now!Your new company Global leader in digital and technology consulting, offering IT and digital services, technology solutions, and outsourcing to various industries. Your new role Provide support via telephone, email, and chat to end-users.Handle all user issues and service requests within agreed SLAs.Respond to contacts in a professional and courteous manner in native-level Japanese and business-level English.Offer on-call support for Japan-based customers and end-users.Route unresolved issues to internal L2 and L3 support teams.Use the Incident Management System to document and manage tickets.Perform remote desktop support, user account management, and basic troubleshooting.Escalate complex problems appropriately.Maintain ticket resolution quality based on SLA metrics and internal standards.Participate in ongoing training, knowledge base updates, and process improvements.Ensure positive customer experience through First Call Resolution and low reopen rates.Collaborate with global support hubs in Poland, China, and Japan.Leverage the company's chatbot as the first line of interaction.What you'll need to succeed Fluent verbal and written communication in Japanese and English.Basic IT troubleshooting skills and familiarity with operating systems and applications.Experience in customer service or helpdesk roles.Strong problem-solving and task management abilities.Familiarity with incident management processes.Experience with tools such as ServiceNow is a plus.Team player who proactively shares information and communicates effectively.Ability to maintain high login efficiency and meet SLA targets.What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.