Japanese Technical Customer Support (Security Software)

Location: Kuala Lumpur, Malaysia
Employment Type: Full-time, Permanent

Position Overview

Join a globally recognized cybersecurity software company and support Japanese customers by providing technical assistance for software products and services. This role involves troubleshooting technical issues, delivering excellent customer service, and ensuring customer satisfaction.

Comprehensive training will be provided during the onboarding period, making this opportunity suitable for candidates with limited technical support experience who are eager to develop their IT support skills.

Key Responsibilities

Customer Support

• Handle customer inquiries via phone, email, and chat.

• Provide technical support for software products and services.

• Identify customer issues through effective questioning and troubleshooting.

• Assist customers in resolving technical problems.

• Accurately document customer interactions and case details in the CRM system.

Technical Support

• Resolve product and service-related technical issues.

• Utilize knowledge bases, manuals, and support tools to identify solutions.

• Provide remote support when required.

• Verify customer entitlements and support coverage.

• Escalate complex issues to higher-level support teams when necessary.

• Conduct follow-up activities to ensure issue resolution.

Requirements

Mandatory

• Native-level Japanese proficiency.

• Business-level English communication skills.

• Diploma, Advanced Diploma, or Bachelor's degree.

• Basic computer skills.

Preferred

• Customer service or customer support experience.

• Call center experience.

• IT support or technical support experience.

• Interest in software, cybersecurity, and technology products.

Compensation & Benefits

• Monthly salary: RM 8,500 – RM 9,500

• Performance-based KPI incentives

• One-way flight ticket to Malaysia

• Temporary accommodation upon arrival

• Malaysian Employment Pass sponsorship

• Medical and life insurance coverage

• Annual leave and medical leave

• Career advancement opportunities

• Local bank account opening assistance

Working Hours

Monday to Friday, 9:00 AM – 6:00 PM

Days Off

Saturday and Sunday