Must Have Japanese Speaking Language Job Description- Key Responsibilities Provide L1 technical support to users via phone, email, or chat. Log, track, and resolve incidents and service requests using ITSM/ticketing tools . Perform incident management and troubleshooting for hardware, software, and network-related issues. Ensure timely resolution of tickets in line with SLA requirements . Escalate unresolved issues to L2/L3 support teams when required. Maintain accurate documentation of incidents, resolutions, and procedures. Provide on-call support and assist users during critical incidents or outages. Deliver excellent customer support and ensure high user satisfaction. Required Skills Proficiency in Japanese Language 2+ years of experience in Service Desk / IT Support / Technical Support roles. Experience working with ITSM tools (ServiceNow, Jira, Remedy, or similar ticketing systems). Good understanding of incident management and ticketing processes . Strong troubleshooting skills .