Job description
Technical Support Analyst – Japan / Remote (Global)Blancco Technology Group is looking for a bright Technical Support Analyst to provide enterprise level technical software/hardware support to our customers through supported channels (phone/portal/email). The candidate should have a good understanding of basic IT solutions, concepts and environments.
Fluent English and Japanese communication skills (JLPT N2 or higher), both written and verbal, are required. Candidates with
at least 2 years of professional experience are preferred.
**Please note we are unable to provide visa sponsorship for this role**
Required Skills:• Strong customer service skills, with a strong attention to detail.
• Ability to efficiently diagnose, troubleshoot and resolve basic technical issues, both hardware and software.
• Familiarity with help-desk software, especially JIRA Service Management.
• Thorough and accurate written communication skills, for both external and internal audiences.
• Ability to research internal and external documentation and present effectively to customers.
• Highly motivated and works well in both team and individual environments.
Responsibilities:• Log, capture, and troubleshoot customer issues, while providing responses and resolutions within defined SLA’s.
• Manage multiple customers and issues on a varying level of priority.
• Utilize strong communication skills to provide excellent technical and customer service, as an HDI certified Support Center of Excellence.
• Proactively communicate with internal teams to facilitate quick issue identification and resolution.
• Recognize and initiate issue escalations on behalf of customers in order to meet commitments, including working directly with Sr. Support Team and Regional Managers.
• Develop best practice and technical knowledge articles to support Blancco Technology Group's continuous improvement model.
• Ensure all communications are accurately logged in help-desk software, following Technical Support Process Guide.
Working Hours:• Availability to work
weekday shifts from 5:00 PM to 9:00 PM (Japan Standard Time) • Availability to work on
weekends and public holidays •
Two days off per week (shift-based schedule)Location:This role is open to candidates
based in Japan or overseas (remote work supported).
If you're ready to kick-start your career in tech support and join a fast-growing, forward-thinking organisation, we’d love to hear from you!