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About the Role
Provide first-level IT support to users based in Japan, acting as a linguistic and operational bridge between Japanese end-users and the Romanian service desk and delivery team. Ensure efficient handling of incidents and service requests, facilitate communication between stakeholders, and provide excellent customer support in a multicultural environment.
Responsibilities
- Provide Level 1 IT support for e-commerce-related incidents and service requests through ticketing systems and collaboration tools.
- Serve as the primary Japanese-speaking point of contact for users in Japan.
- Translate and communicate user requests, incidents, and technical information between Japanese users and the Romanian support team.
- Manage and follow up on incidents and service requests according to defined SLAs.
- Perform first-level investigation and troubleshooting of ecommerce issues related to order lifecycle, payment lifecycle, inventory and stock availability, and pricing, promotions, and discount rules.
- Maintain accurate ticket documentation and knowledge base updates.
- Escalate unresolved issues to Level 2 support teams when required.
- Monitor support queues and ensure timely resolution of requests.
- Participate in weekly onsite visits in Tokyo.
Requirements
- Minimum 1-2 years of experience in IT Service Desk or End User Support.
- Native Japanese (mandatory).
- Professional English (mandatory).
- Knowledge of Windows environments and web browsers.
- Knowledge of Microsoft Office 365 and Teams.
- Understanding of IT Service Management and ticketing tools.
- Ability to understand and analyze customer journeys across online stores.
- Knowledge of web applications, APIs and system integrations within ecommerce is a plus.
- Understanding of ecommerce processes, including order flow, payment lifecycle, inventory and stock management, and pricing, promotions, and discounts rules.
Skills
- Excellent communication and customer service skills.
- Strong organizational abilities.
- Ability to work independently in a remote environment.
- Problem-solving mindset.
- Strong intercultural communication skills.
Location
- Tokyo
Work Type
- Hybrid
- Independent subcontractor
Experience Level
- 2-5 years
About the Company
- Everience is an international consulting group delivering AI-augmented digital services and placing people at the heart of the AI revolution.
- With a presence in Europe, Africa, Asia and America, Everience offers its 4,000-strong workforce the most demanding and stimulating environment in which to transform and develop their skills, learning about new AI-based roles and building their future employability.
- Through its Symbiotic Academy the group offers a unique hub for training, practical application and exchange where everyone can experiment, learn, and progress in the fields of artificial intelligence and data.
- In accordance with its core purpose of orchestrating the symbiotic relationship between humans and AI in the workplace, Everience is making the augmented employee the driving force of a “symbiotic age”, where AI enhances talents and opens up new career opportunities.
Equal Opportunity
- All our positions are open to both women and men and are, of course, open to people with disabilities.