Japanese Customer Support Representative I

Kelly Services is currently recruiting for full-time Bilingual Customer Support Specialists fluent in English and native-level fluency in written and reading Japanese to deliver exceptional customer support (via email and phone) to users of various sales registration/ access provisioning systems, training systems, sales portals, etc.

This opportunity is for our client, one of the world’s leading innovative technology companies, at its location in Austin, TX. The assignment starts November 2019 and pays $23.00 an hour.

Job Description:
We are seeking a customer focused resource whose primary focus is to deliver exceptional support (via email or phone) to users of various sales registration/ access provisioning systems, training systems, sales portals, etc. The ideal candidate will be able to efficiently identify and solve routine problems independently and know when to request specific direction on more complex problems. This includes collaborating with technical, business and project teams to drive resolution of reported issues and providing status updates to management, in a timely manner and with clarity. 

Essential Duties and Responsibilities:

·         Account support, registration and access assistance, and troubleshooting users’ access issues by having a deep understanding of the applications (e.g. AMS, ASW, ASTO, My Access and more) that channel resellers use on a daily basis.

·         Report and escalate issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.

·         Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwarding to appropriate department, mass account updates, and more.

·         Consistently provide prompt, reliable, and accurate information to users.

·         Participate in projects and testing efforts related to support.

Required Experience and Skills:

Candidates must have EXCELLENT reading and writing skills. Speaking proficiency is a low priority. Candidates must be able to write in formal, grammatically correct Japanese and use business/professional language.

·         Fluent in Japanese

·         Fluent in English

·         In-depth understanding of cultural nuances  

·         Mac Computer experience required

·         Previous experience in user system support or application support role troubleshooting, analyzing and providing root cause analysis.

·         Strong work ethic and exceptional customer focus

·         Excellent problem solving/ investigative skills

·         Strong sense of initiative and pro-activeness

·         Ability to work quickly with great accuracy

·         Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment 

·         Proven ability to work independently and efficiently

·         Exercise good judgment under deadline(s)

·         Ability to work an issue from various angles, ask for help when needed

Term of Assignment:
•    Long-term, 1-year contract assignment
•    Full –time: Shift will be Tues-Sat or Mon-Fri. Hours will be 9am-6pm or 8am-5pm

Must be flexible and willing to work weekends, some holidays and rotating on-call schedule

 Important information:

This position is recruited for by a remote Kelly office, not your local Kelly branch. Please submit your resume to be considered for this position.

Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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