Freelance L1 IT Application Support Engineer (m/w/d)

We are looking for a Japanese-speaking L1 IT Application Support Engineer to provide first-level IT support to users based in Japan while acting as a linguistic and operational bridge between Japanese end-users and the Romanian service desk and delivery team.

The successful candidate will ensure efficient handling of incidents and service requests, facilitate communication between stakeholders, and provide excellent customer support in a multicultural environment.

Key Responsibilities :

• Provide Level 1 IT support for e-commerce-related incidents and service requests through ticketing systems, and collaboration tools.

• Serve as the primary Japanese-speaking point of contact for users in Japan.

• Translate and communicate user requests, incidents, and technical information between Japanese users and the Romanian support team.

• Manage and follow up on incidents and service requests according to defined SLAs.

• Perform first-level investigation and troubleshooting of ecommerce issues related to:

1. Order lifecycle processes, including order creation, cancellation, fulfilment, shipping, and refunds;
2. Payment lifecycle processes, including authorization, and capture;
3. Inventory and stock availability;
4. Pricing, promotions, and discount rules.

• Maintain accurate ticket documentation and knowledge base updates.

• Escalate unresolved issues to Level 2 support teams when required.

• Monitor support queues and ensure timely resolution of requests.

• Participate in weekly onsite visits in Tokyo.

• Minimum 1-2 years of experience in IT Service Desk or End User Support.
• Native Japanese (mandatory).
• Professional English (mandatory).
• Knowledge of Windows environments and web browsers
• Knowledge of Microsoft Office 365 and Teams.
• Understanding of IT Service Management and ticketing tools.
• Ability to understand and analyze customer journeys across online stores.
• Knowledge of web applications, APIs and system integrations within ecommerce is a plus.
• Understanding of ecommerce processes, including:

1. Order flow;
2. Payment lifecycle;
3. Inventory and stock management;
4. Pricing, promotions, and discounts rules.

Soft Skills :

• Excellent communication and customer service skills.
• Strong organizational abilities.
• Ability to work independently in a remote environment.
• Problem-solving mindset.
• Strong intercultural communication skills.

This is a hybrid role with one day per week onsite in Tokyo (Shinjuku Eastside).

All our positions are open to both women and men and are, of course, open to people with disabilities.