Japanese Bilingual Customer Support Specialist

We are seeking a dedicated and highly skilled Bilingual Customer Support Specialist fluent in Japanese and English to join our client’s global support team. You will be responsible for providing proactive and reactive technical and customer support, facilitating communication between customers and internal teams, and ensuring a world-class experience with our client’s products and services.

🎯 Key Responsibilities

• Deliver both proactive and reactive support to customers, partners, and internal teams across various channels including email, chat, and phone.

• Communicate effectively in native Japanese and business-level English, serving as the primary point of contact for Japanese-speaking customers.

• Troubleshoot issues related to account access, setup, workflow, documentation, and billing across web and mobile applications.

• Use tools such as Salesforce, Jira, and client-specific platforms to manage and resolve support cases efficiently.

• Translate and localize product content, knowledge base articles, and customer communication where necessary.

• Escalate product bugs, provide feedback on feature improvements, and identify opportunities to enhance the user experience.

• Meet and exceed Service Level Agreements (SLAs) and key performance metrics.

• Support internal teams by sharing knowledge and translating customer insights into actionable product feedback.

• Educate and promote the value of the client’s products and services to customers through a consultative support approach.

✅ Required Qualifications

• Native-level proficiency in Japanese and strong English communication skills (written and verbal).

• Experience in customer-facing roles (e.g., customer service, hospitality, technical support).

• Strong interpersonal skills with the ability to maintain composure in high-pressure situations.

• Comfortable working independently with strong time management and organization skills.

• General understanding of internet technologies and working knowledge of Windows and/or macOS platforms.

• Familiarity with Salesforce, Jira, and customer support systems.

💡 Preferred Skills & Knowledge

• Understanding of multibyte-character handling in browsers (specific to Japanese language support).

• Knowledge of HTML, CSS, XML, JavaScript/jQuery, and modern web development practices.

• Ability to troubleshoot in web-based environments including HTTP, JSON, IIS.

• Experience with log analysis using tools such as Fiddler, HAR Analyzer, browser developer tools, etc.

• Previous experience supporting a specific language market/region or providing localized technical support.