Japanese Help Desk Support

Position: Japanese Help Desk Support
Department: Information Systems
Work location: Cebu City
Work schedule: morning shift
Salary range: negotiable

The Help Desk Support role will be responsible for handling inquiries, troubleshooting issues, and proposing system
improvements from customers and all employees who utilize our core and business systems. We are seeking individuals
who can contribute to improve our system user satisfaction and ensure stable system operation.

Specific Responsibilities:
• System User Support (Tier 1 Support):
- Receiving system-related inquiries via email, chat, etc., and performing initial triage.
- Recording all inquiries in the Bug Tracking System (BTS) and managing their progress.
- Maintaining detailed records in the BTS including inquiry details, support history, and resolutions.
• System Failure Analysis and Initial Response:
- Understanding the situation, identifying the cause, and providing initial responses (system restarts, configuration
changes, etc.) when system failures occur.
- Identifying the scope of impact during a failure and providing prompt information to users.
• Collaboration with Development Team:
- Escalating issues requiring program or data modifications to the Tier 2/Tier 3 development team.
- Providing detailed explanations of the situation and necessary information to the development team.
- Verifying and testing modifications from the development team.
• FAQ and User Guide Creation/Improvement:
- Analyzing inquiries and incident reports to create and improve FAQs and user guides.
- Creating documentation that enables users to resolve issues independently.
• System Functionality and UX Improvement Proposals:
- Analyzing system usage and user feedback to propose improvements to system functionality and user experience
(UX).
- Evaluating the specific content, effects, and feasibility of improvement proposals.
• Weekly Report Creation:
- Creating weekly reports on inquiry volume, incident status, response status, and improvement proposals.

Qualifications:
• 1+ year of experience in IT help desk or system operations
• Basic IT knowledge (Web systems, networks, operating systems, databases, etc.)
• Experience using Bug Tracking Systems (BTS) and document management systems
• Japanese language communication skills (customer support and internal collaboration)
• English language communication skills (reading technical documentation, interacting with overseas development teams)

Preferred Skills:
• ITIL Foundation Certification
• Knowledge of SQL
• Programming experience (e.g., scripting languages)

Desired Qualities:
• Strong problem-solving skills and ability to think and act independently
• Excellent communication skills and a focus on teamwork
• Strong desire to learn and proactively acquire new technologies and knowledge
• Responsible and able to complete tasks thoroughly
• Customer-focused and able to provide courteous support

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