Helpdesk Support Representative ( Japanese language)

Overview

Ivalua is hiring a Helpdesk Support Representative (Japanese language) to deliver first-line technical support to customers and suppliers across the APAC region, as well as EMEA and AMER, using Ivalua's procurement solutions.

What you'll do

• 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.
• Efficient at performing basic technical troubleshooting which deviates from standard.

What you'll need

• 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 (e.g., ServiceNow, Zendesk).
• BE/BTech or master's degree in computer engineering, computer science, or a closely related field, or foreign equivalent.
• Professional fluency in both written and spoken Japanese and English.

Nice to have

• Preferably within a software environment (helpdesk or customer support experience).

Details

• Location: Pune, Maharashtra, India.
• Hybrid working model (3 days in the office per week).
• Reports to the Manager, Helpdesk; part of a helpdesk team of around thirty experts, international in scope (EMEA, AMER, APAC).
• Comprehensive training will be provided for the Ivalua Buyer software suite.
• Recruitment includes a screening call and a series of personalized interviews, conducted virtually via video or on-site.