Technical Support Agent (Japanese) REMOTE

IO Global is seeking a Technical Support Agent (Japanese) to join their Technical Support team. Technical Support is a globally distributed team of technical specialists supporting decentralized, blockchain-based applications. We support a global community of users as well as several enterprise and government customers. If you are passionate about cryptocurrency and decentralization, and if you believe this can change the world for the better, then we surely want to speak to you!

Your mission

As a Support Agent you will work on our Technical Service Desk diagnosing and troubleshooting software and hardware problems to help our customers install and use our applications. You will interact with a diverse growing global community of users across a portfolio of products, built around our third-generation blockchain technologies. You will be on the front line, providing support to our users over email. You will be working on technical incidents and service requests related to our products and how they work.

Duties will include:

• Provide prompt and accurate technical support to our users and customers
• Resolve customer technical issues through diligent research, reproduction, and troubleshooting
• Take ownership of and track incidents, problems, and service requests from logging through to resolution and within agreed service levels
• Assist users in researching and identifying solutions and answers to technical software and hardware issues
• Ask customers targeted questions to understand the root of the problem quickly so that it can be documented unambiguously.
• Guide customers through a series of actions via email until the issue is solved
• Develop and maintain good relationships with our customers
• Prioritize and manage multiple tickets at one time
• Properly escalate unresolved issues to appropriate internal teams (eg. L2 support or development teams)
• Document support issues and contribute to our knowledge base in articles, instructions, videos, FAQs, etc.
• Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.

Requirements

Your expertise

• Japanese speaker
• Completion of a relevant degree such as Computer Science or Software Engineering, would be beneficial
• At least 2-3 years of technical support experience (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role)
• Experience working with service management tools (ZenDesk, ServiceNow, Jira, Freshdesk or similar)
• Experience in supporting desktop and/or mobile platforms (Windows, macOS, Linux, Android, iOS)
• Excellent analytical, problem-solving and communication skills
• Ability to work in a fast-paced, diverse work environment with great follow through on tasks
• Ability to work independently; this position is 100% remote
• Ability to understand complex technical concepts and communicate them to an audience with variable or limited technical competence
• We support a global client base so any languages in addition to English and Japanese will be highly beneficial
• Some experience in the blockchain/cryptocurrency industry is highly desirable
• A customer-focused approach, with consideration for data security, business needs, requirements, and financial impact
• Desirable but not essential is an understanding of distributed computing environments, blockchain technologies, cryptocurrency principles and processes and software development and coding.

Nice to have:

• Some knowledge/experience in programming and the software development lifecycle
• Some knowledge/experience of working in an ITIL-based environment (Incident/Problem/Change Management)
• Experience in training or mentoring users, or team mates
• Any technical certifications such as MCP, CCNA.

Benefits

Location

IOG is a fully distributed organization and therefore this is a remote position. Due to team distribution we are ideally searching for someone in a Japan/Australia/Singapore time zone.

All Colleagues

• Flexible schedule
• Remote work - ability to work anywhere
• Laptop reimbursement
• New starter package to buy hardware essentials (headphones, monitor, etc)
• Learning & Development opportunities
• Competitive PTO and Sick Leave plan

US Employees

• Medical, Dental, and Vision benefits coverage through Anthem with 100% premium cost covered by IO Global for the employee and dependents
• Health Savings Account
• Life Insurance

UK Employees

• Monthly Health Stipend to use towards any wellness or medical coverage/service
• Pension