Join our Team

Technical Support Analyst – Japanese Bilingual

Description:

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.

Responsibilities:

• 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.

Requirements:

• 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