A Japanese IT company located in New York, NY is looking for individuals who can excel in a Customer Support position.
＜Job Duties＞
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Handle customer inquiries via phone and email (service-related issues, troubleshooting, complaints, etc.)
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Manage tickets: attempt to resolve issues as Tier 1 support, and escalate to the IT Engineer team (Tier 2 or higher) when necessary
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Coordinate with network carriers to address circuit outages
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Provide remote support for internet connection issues, including root cause isolation
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Provide basic instructions on the use of applications and internet-related services
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Monitor the progress of service tickets and ensure SLA compliance
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Send outage notifications to customers (planned or unplanned)
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Create, revise, and translate manuals, documents, and reports
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Collect information related to LAN support, create manuals, and guide customer support staff in performing LAN support and troubleshooting
<Requirements>
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Open to entry-level candidates (no prior IT experience required; interest in IT is considered)
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Must have valid work authorization in the U.S.
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Aptitude and suitability will be assessed through interviews
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Interest in basic IT knowledge and support operations
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Team-oriented with flexibility and adaptability
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Strong communication skills in English (phone and email)
【Keyword】
- Customer Support
- IT Support
- IT Helpdesk
| Employment Status | Full Time |
| Position |
Customer Support |
| Language | Japanese/English |
| Working Hours |
Full-time, Monday through Friday, 9:00 am – 5:00 pm (EST) May be required to cover Pacific Standard Time (PST) hours, 9:00 am – 5:00 pm (equivalent to 12:00 pm – 8:00 pm EST), as needed |
| Salary | $50,000～$70,000 （DOE） |
| Benefit | 401(k) Health insurance (including dental and vision coverage) Paid time off, sick leave, bereavement leave, and holidays (U.S. holidays as per company policy) |