Accenture

Tóm tắt công việc

We are looking for a customer-focused Technical Service Desk Agent with Japanese language proficiency to provide first-level technical support to clients. You will diagnose and resolve technical issues, maintain accurate service records, and deliver a positive client experience through clear and professional communication.

Key Responsibilities

• Provide first-level technical support in Japanese through phone, email, chat, and ticketing channels.
• Troubleshoot hardware, software, application, system-access, and connectivity issues.
• Record client interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex or unresolved incidents to the appropriate specialist teams.
• Support users with software installation, setup, configuration, and basic application guidance.
• Monitor assigned tickets and follow up to support timely resolution.
• Follow established service desk procedures, knowledge articles, and security requirements.
• Maintain professional and positive client experience throughout the support process.
• Contribute to knowledge-based updates and continuous process improvement.

• Hybrid working
• Global Training 
• Performance bonus
• Full social insurance, unemployment insurance, health insurance
• Personal incident and health insurance
• Wonderful and Human focus Environment
• Dynamic and young work force
• Great working environment (relax corners, PS4, ping-pong table etc.)
• Allowances (lunch, parking, mobi, transportation)
• Travel opportunities (Inter sites mobility)
• Team activities (CSR, Coffee hours, Friday Talking, YEP, …)

• Fluent or business-level proficiency in Japanese, with strong written and verbal communication skills.
• At least one year of experience in technical support, IT service desk, help desk, or a related role.
• Working knowledge of computer systems, software applications, and common workplace technologies.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service and interpersonal communication skills.
• Strong attention to detail and ability to manage multiple tickets or priorities.
• Ability to work effectively in a fast-paced and high-pressure support environment.
• Ability to explain technical information clearly to non-technical users.
• This role may require shift-based work, including weekends or public holidays, depending on client-support requirements.