We are looking for experienced Japanese speaking Support Analysts to provide L2 Technical Support to Vitrana’s customers. The Technical Support Analyst participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all reported problems are resolved in an accurate and timely manner.
The Bilingual Technical Support Analyst provides technical and business support for users of Vitrana Software Applications.
Act as a liaison between business users, interfacing internal technology groups and vendors
Participate in application releases, from development, testing and deployment into production.
Perform post release checkouts after application releases and infrastructure updates.
Develop and maintain technical support documentation.
Analyzes applications to identify risks, vulnerabilities and security issues.
Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
Acts as SME to senior stakeholders and /or other team members representing Japanese customer/users.
Maintains application systems that have completed the development stage and are running in the daily operations of the global customer users, primarily Japan region.
Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
2-6 years of experience in providing L2/Technical Support in rotational shifts
Fluent in Japanese communication (Spoken & Written) and must have cleared JLPT L3/N3 or above proficiency test.
Ability to work changing shift patterns including weekends and holidays to support 24×7 services
Prior experience supporting multiple system users in a large business environment
Excellent, clear, and concise English verbal and written communication skills used at all levels of business
Knowledge of relevant internal systems, software and hardware including but not limited to Oracle/SQL, Jira, ServiceNow
Proven track record in adhering to and supporting change management initiatives
Ability to multi-task and work on own initiative using a helpdesk system to work on requests based on priority and severity
Excellent planning, organizational and time management skills
Ability to work under pressure
To apply for the above position, please send your word resumes to firstname.lastname@example.org by specifying the Job Code.