Service Desk Agent

Appealing Points:

• Be the first point of contact for clients, delivering professional IT support through phone and chat while building strong customer relationships.
• Develop your technical support expertise, working with ServiceNow, ticket management, troubleshooting, Windows systems, and IT applications.
• Join a collaborative and fast-paced support environment, with opportunities to solve challenging issues, improve processes, and grow your IT career.

Annual Salary: 5 Million Yen and above

Job Responsibilities:

Customer Support:

• Provide front-line support via phone with external clients demonstrating professionalism, empathy, urgency, and a customer-first mindset.
• Build trust and rapport with clients by demonstrating active listening, advocacy, and clear communication.
• Resolve issues or escalate appropriately while managing customer expectations.
• Maintain composure and professionalism in high-pressure and difficult situations.
• Deliver a consistent and positive customer experience across all interactions.

Communication & Documentation:

• Clearly document all support interactions in the ticketing system(Service Now), including problem details, troubleshooting steps, and resolution.
• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.
• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.
• Communicate ticket status, next steps, and resolutions to users promptly.

Collaboration & Culture

• Collaborate with team members to ensure service excellence and share knowledge.
• Be a culture carrier by demonstrating a positive, team-oriented attitude.
• Adhere to company policies and procedures, contributing to a safe and professional work environment.

Additional Expectations:

• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.
• Continuously seek opportunities for self-improvement and operational efficiency.

Job Qualifications:

• High school diploma or GED required.
• Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.
• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.
• Excellent customer service and communication skills
• Strong problem-solving and critical-thinking abilities.
• Self-motivated with the ability to work independently and prioritize tasks under pressure.
• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.
• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.

Langauge Required: Native level Japanese and Business level English proficiency

About Company:

This company has been certified as the “best employer” in 2020 by the “Top Employers Institute” which recognizes outstanding employers.

A global leader in consulting, technology, outsourcing, and next-generation services. With approximately 180,000 employees worldwide, the company helps clients in more than 50 countries stay ahead of the competition. Through the co-creation of innovative solutions, they help companies transform and thrive in an ever-changing world.

[Measures against passive smoking]

No smoking indoors allowed

Designated smoking area

. Skillset Required: IT Support, Customer Support, Phone Support, Chat Support, ServiceNow, Ticket Management, Troubleshooting, Windows Systems, IT Applications, Customer Relationship Building, Customer-First Mindset, Active Listening, Customer Advocacy, Clear Communication, Escalation Handling, Customer Expectation Management, Stress Management, Documentation, Technical Documentation, Netiquette, Written Communication, Collaboration, Knowledge Sharing, Interpersonal Skills, Empathy, Customer Service, Problem Solving, Critical Thinking, Self-Motivation, Independent Work, Prioritization Under Pressure, Technical Aptitude, Computer Skills, Typing, Email Communication, Windows Navigation, Process Improvement, Flexibility