We are seeking a dedicated Native Japanese IT Technical Support Staff member to join our dynamic team in Kuala Lumpur, Malaysia. This full-time position at our growing company offers a collaborative work environment where you will play a crucial role in providing technical assistance and solutions to our diverse clientele. As a key contributor, your efforts will significantly impact our customer satisfaction and overall operational efficiency.Key ResponsibilitiesProvide first and second-level technical support to clients through multiple channels including email, phone, and live chat.Diagnose and resolve technical hardware and software issues related to company products and services.Assist in the configuration and troubleshooting of network devices, systems, and software applications.Document support interactions in our ticketing system to maintain comprehensive records.Collaborate with cross-functional teams to improve product functionality based on client feedback.Participate in IT projects aimed at optimizing internal processes and enhancing customer experience.Train and mentor new staff on technical support procedures and tools.Required and Preferred QualificationsBachelor's Degree in IT or a related field.Fluency in Japanese (native level) and proficiency in English.Experience in technical support or a similar role, ideally 2-4 years.Familiarity with IT support systems, Help Desk tools, and computer networking.Certifications in ITIL or Cisco are a plus.Strong problem-solving skills and the ability to work under pressure.Strong technical knowledge and practical understanding in: Web technologies, Identity and Access Management (Single Sign On, IDPs, Provisioning etc), Graph and SCIM APIs, Custom and 3rd Party Integrations, Webhooks, Live streaming, Mail Servers and Delivery, Networks, MAM/MDM/EMM* Minimum 2 years of experience in successfully supporting enterprise level customers via multiple channels: correspondence, live chat, screen-share and phone* Fluency with operating systems (Windows, Mac, iOS, Android), Microsoft Suite and ticket management software (e.g. Zendesk, Salesforce, etc)* Self managing with the ability to problem solve with minimal supervision* Capability to absorb high volumes of information across multiple resources (technical documentation and product information without SSOT) .* Structured multitasking and prioritization skills to efficiently handle between 20-25 complex cases daily * Strong critical thinking and analytical skills to isolate, investigate, reproduce and resolve hardware and software issues while leveraging engineering level troubleshooting tools.* Collaborative interpersonal skills with experience working in a cross-functional team environment * Multifaceted with the ability to thrive in a fast-paced environment while maintaining a high level of attention to detail on customer cases.* Agile with swift adaptation to constant product and process changes * Confident verbal and written communication skills; excellence in empathy and rapport building* Existing certifications for language and technical proficiency (minimum C1 for non-native speakers) * Diligence to follow processes, procedures and provide feedback for improvement opportunities* Previous background working in a support tiered modelOur company fosters an innovative and inclusive culture where every employee is valued and encouraged to grow. You'll have the opportunity to expand your skill set through various professional development programs and training workshops. We believe in providing a modern workplace with benefits that promote work-life balance, including flexible working hours and health wellness initiatives.Our technical environment consists of state-of-the-art tools and technologies tailored for optimal IT support delivery. You will be part of a collaborative team structure that emphasizes open communication and collective problem-solving. You’ll report directly to the Technical Support Manager, while collaborating closely with the IT department and other business units to enhance service delivery and client satisfaction.