changing lives.
This job posting seeks a Technical Support Specialist to troubleshoot customer issues with the company's software, web applications, and scanners. You'll act as a technical expert, resolving problems, providing clear explanations, documenting solutions, and escalating new issue within team.
In this role, you will…
- Technical Troubleshooting:Diagnose and fix customer problems with the company's software, web apps, and scanners by providing Remote Desktop support to Customers.
- Customer Communication:Clearly explain technical concepts to non-technical users and interact with customers professionally (experience with Twilio/CISCO phone system, TeamViewer a plus).
- Ticketing System:Manage and document customer interactions using a ticketing system in English (experience with Salesforce a plus).
- Knowledge Transfer:Train new team members and customers on technical procedures and scanner functionalities.
- Collaboration:
Additional Responsibilities
- Participate in special projects and support quality management processes.
- Contribute to the development and maintenance of the team's knowledge base.
- Identify areas for improvement within the department.
In this role, you’ll need …
- Education: A degree in Engineering or Life Science (or relevant experience) is preferred.
- Experience:
- Minimum 2 years of software/hardware help desk or front-line customer service experience.
- Experience working in a team environment.
- Experience in the dental industry (desirable) or healthcare/medical device industry (a plus).
- Technical Skills:
- Ability to troubleshoot Windows OS, web browsers, and the company's software.
- Basic understanding of networking concepts.
- (Preferred) Experience with anti-virus software, firewalls, and server architecture.
- Non-Technical Skills:
- Strong written and spoken English for communication and documentation.
- Excellent interpersonal, listening, and communication skills.
- Ability to work independently and as part of a team.
- Positive work attitude, adaptability, and willingness to learn.
Work Environment
- Light physical activity in a seated position for most of the day.
- The standard work week is Monday-Friday, 9:00 am to 5:45 pm, Hours outside these times are required occasionally.
Ideal Candidate
- Experience in technical support.
- Familiar with reading logs and keen on programming language.
- Ability to work effectively with colleagues in Japan and abroad.
- Experience in the dental or healthcare/medical device industry.
