Bilingual L1 Support Lead
16 hours ago
Job Title: Bilingual L1 Support Lead
Location: Japan
Experience: 5+ Years
Japanese Proficiency: JLPT N3 / N2 (Mandatory)
Job Description:
We are seeking a Bilingual L1 Support Lead to provide first-level technical support, manage user tickets, and coordinate with internal IT teams. The ideal candidate should be able to communicate effectively in both Japanese and English while assisting users with basic application and system-related issues.
Responsibilities:
Handle L1 incidents, service requests, and ticket escalations
Perform basic troubleshooting on applications (Java / .NET / Front-End)
Coordinate with L2/L3 support teams for advanced issues
Create and update knowledge base articles and documentation
Communicate with Japanese-speaking users and stakeholders
Requirements:
Experience with ServiceNow / Jira / Confluence
Good understanding of user support processes
Strong communication and customer-handling skills
Ability to work in a fast-paced support environment
Nice to Have:
• ITIL awareness
• Experience interacting with onsite clients
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