Bilingual L1 Support Lead - 5+ Years of experience

Job Title: Bilingual L1 Support Lead

Location: Japan

Experience: 5+ Years

Japanese Proficiency: JLPT N3 / N2 (Mandatory)

Job Description:

We are seeking a Bilingual L1 Support Lead to provide first-level technical support, manage user tickets, and coordinate with internal IT teams. The ideal candidate should be able to communicate effectively in both Japanese and English while assisting users with basic application and system-related issues.

Responsibilities:

✅ Handle L1 incidents, service requests, and ticket escalations

✅ Perform basic troubleshooting on applications (Java / .NET / Front-End)

✅ Coordinate with L2/L3 support teams for advanced issues

✅ Create and update knowledge base articles and documentation

✅ Communicate with Japanese-speaking users and stakeholders

Requirements:

✅ Experience with ServiceNow / Jira / Confluence

✅ Good understanding of user support processes

✅ Strong communication and customer-handling skills

✅ Ability to work in a fast-paced support environment

Nice to Have:

• ITIL awareness

• Experience interacting with onsite clients