Helpdesk Support Representative ( Japanese language)

About this job

As a Helpdesk Support Representative at Ivalua in Pune, you will deliver first-line technical support to customers and suppliers across the APAC, EMEA, and AMER regions, communicating in both Japanese and English. Your daily routine involves serving as the primary point of contact for technical inquiries via phone, email, and ticketing channels, analyzing and triaging incoming issues, resolving support tickets using internal tooling, and escalating complex incidents to Tier 3 teams. You will also log and track issue details accurately while maintaining clear updates with customers throughout the lifecycle of their requests. Ivalua is a leading global provider of cloud-based procurement solutions, featuring a rapidly growing international helpdesk department consisting of around thirty experts who assist customer administrators across multiple industries.

Responsibilities

• Serve as the primary point of contact for customer technical support via phone, email, and ticketing channels.
• Analyze, triage, and qualify incoming technical inquiries and issues.
• Resolve support tickets in adherence to established operational procedures and internal tooling.
• Escalate complex incidents to Tier 3 support teams and track resolution progress.
• Maintain clear and consistent updates with customers throughout the lifecycle of their requests.
• Log, track, and update issue details accurately within ticketing platforms.
• Perform basic technical troubleshooting efficiently when issues deviate from standard procedures.

Requirements

• Minimum of 2 years of helpdesk or customer support experience, preferably within a software environment.
• Strong technical aptitude with working knowledge of standard office software, internet technologies, and support systems.
• Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices.
• Proven experience working with modern ticketing tools such as ServiceNow or Zendesk.
• Professional fluency in both written and spoken Japanese and English.
• BE, BTech, or master's degree in computer engineering, computer science, or a closely related field or foreign equivalent.

Who should apply

This role is well-suited for professionals with at least two years of helpdesk or customer support experience in a software environment, along with professional fluency in both Japanese and English. Candidates should possess a strong technical aptitude, familiarity with ITSM frameworks, and experience with ticketing tools like ServiceNow or Zendesk. A relevant engineering or computer science degree is also required. Since the posting specifies a minimum of two-year experience requirement, freshers are not mentioned as eligible to apply.

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