Tier 1 Help Desk Representative; Japanese language - IT​/Networking Industry; AR

Overview

Tier 1 Help Desk Representative (Japanese language) – IT/Networking Industry. Global provider of internet infrastructure, cloud application and IT services in Midtown, Manhattan, NY. Japanese/English bilingual role in the Customer Support and Troubleshooting department. 0-3 years of customer support experience and IT background preferred. Fluency in Japanese is required.

This is a full-time, direct hire position. Remote work begins after the 90-day probationary period.

• Act as the first point of contact for client inquiries and technical support via email and phone
• Coordinate with upstream service providers and internal teams to resolve network connectivity and service-related issues
• Provide remote assistance for internet and application setup, usage, and basic troubleshooting
• Escalate complex issues to engineering or higher-tier support teams when necessary
• Proactively communicate service updates, planned maintenance, and unexpected outages to affected clients
• Develop and maintain technical documentation, manuals, and internal knowledge-sharing resources

• 0–3 years of experience in a customer support or technical support role, preferably in IT, telecommunications, and/or SaaS industries
• Business-level proficiency in Japanese and English (reading and writing)
• Solid understanding of internet connectivity and basic networking concepts (LAN/WAN, routers, etc.)
• Excellent verbal and written communication skills, with the ability to explain technical details clearly to end users
• Experience with ticketing systems and remote support tools (e.g., Zendesk, Jira, Team Viewer, or equivalents)
• Ability to work within North American business hours and participate in shift coverage as part of a global team
• Strong organizational skills, attention to detail, and a customer-focused mindset
• Ability to create support documentation and contribute to knowledge bases or training resources

• Standard shift: 9:00 AM – 5:00 PM Eastern Standard Time (EST)
• Team rotation coverage: 12:00 PM – 8:00 PM EST to support Pacific Standard Time clients
• Monday to Friday schedule; flexibility required to cover team absences occasionally

Activ8 Recruitment & Solutions / Renaissance Resources Inc. has been a trusted leader in North American recruiting for Japanese businesses for over 25 years. We specialize in connecting top talent with companies across various industries. We screen ALL candidates to verify information. If we do not contact you, we do not see a fit for the position. Direct applicants are prioritized;

third-party resumes may not be reviewed.