Japanese/English Help Desk (Work from Home)

Alphanumeric is hiring a Japanese/English Help-Desk to work from home providing level one technical support in Japanese and English to clinical clienteles via inbound calls, emails and tickets.

Alphanumeric Systems provides global IT support in 9 different languages (English, French, Spanish, Portuguese, Japanese, Mandarin, German, Russian and Italian)
Our positions don't involve any selling or providing medical advice. We offer full and comprehensive training.

OUR OFFER:

Working from Monday to Friday
Work from the comfort of your home
Employer-paid E-Learning courses
Employee recognition awards
Referral bonus program
Team building activities/events
Continuous coaching, training and development.

Position Summary:

• Provide Service Desk support to external customers and users
• Receive, document and track all incoming customer/user calls for immediate remedy and closure
• Utilize computer and database information to update incident status
• Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

• Provide service desk support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Provide detailed documentation of all steps involved in resolving customer issues
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot and solve hardware and software issues quickly
• Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers**

Full-Time (40 hours/week)