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Blancco Technology Group is a global leading mobile device diagnostic and data erasure company that provides security tools and solutions to thousands of organizations with the use
Technical Support Analyst
Location
Japan
Posted
56 days ago
Salary
0
Seniority
Mid Level
Job Description
Technical Support Analyst
Blancco Technology Group
Technical Support Analyst – Japan / Remote (Global) Blancco Technology Group is looking for a bright Technical Support Analyst to provide enterprise level technical software/hardware support to our customers through supported channels (phone/portal/email). The candidate should have a good understanding of basic IT solutions, concepts and environments. Fluent English and Japanese communication skills (JLPT N2 or higher), both written and verbal, are required. Candidates with at least 2 years of professional experience are preferred. **Please note we are unable to provide visa sponsorship for this role** Required Skills: • Strong customer service skills, with a strong attention to detail. • Ability to efficiently diagnose, troubleshoot and resolve basic technical issues, both hardware and software. • Familiarity with help-desk software, especially JIRA Service Management. • Thorough and accurate written communication skills, for both external and internal audiences. • Ability to research internal and external documentation and present effectively to customers. • Highly motivated and works well in both team and individual environments. Responsibilities: • Log, capture, and troubleshoot customer issues, while providing responses and resolutions within defined SLA’s. • Manage multiple customers and issues on a varying level of priority. • Utilize strong communication skills to provide excellent technical and customer service, as an HDI certified Support Center of Excellence. • Proactively communicate with internal teams to facilitate quick issue identification and resolution. • Recognize and initiate issue escalations on behalf of customers in order to meet commitments, including working directly with Sr. Support Team and Regional Managers. • Develop best practice and technical knowledge articles to support Blancco Technology Group's continuous improvement model. • Ensure all communications are accurately logged in help-desk software, following Technical Support Process Guide. Working Hours: • Availability to work weekday shifts from 5:00 PM to 9:00 PM (Japan Standard Time) • Availability to work on weekends and public holidays • Two days off per week (shift-based schedule) Location: This role is open to candidates based in Japan or overseas (remote work supported). If you're ready to kick-start your career in tech support and join a fast-growing, forward-thinking organisation, we’d love to hear from you! 🚀
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