Helpdesk Analyst (Zoom, Japanese Speaking)

The Helpdesk Analyst L1 provides first-level technical support for Zoom and Box products, handling customer inquiries and basic technical issues, while escalating complex problems to higher-level support.

Responsibilities:

• Provide first-level support for Zoom and Box.
• Respond to customer inquiries via phone, email, and chat.
• Troubleshoot basic issues with Zoom meetings, webinars, and Box storage.
• Escalate unresolved issues to L2 or L3 support.
• Communicate effectively to resolve customer issues.
• Participate in meetings and training to stay updated on products and support practices.
• Maintain detailed records of customer interactions and technical issues in the support ticketing system.
• Maintain records of customer interactions in the support system.
• Document troubleshooting steps and update knowledge base articles.
• Collaborate with L2 and L3 teams for timely issue resolution.

Requirements:

• Diploma/Bachelor’s degree in any IT/related field OR equivalent experience.
• 1-2 years of experience in a helpdesk or technical support role.
• Familiarity with Zoom and Box is a plus.
• Strong troubleshooting and communication skills.
• Ability to communicate in Japanese & English written, read and spoken.
• Basic understanding of networking and operating systems.
• Preferred certifications: CompTIA A+, Microsoft Certified, Zoom Certified Integrator.
• Commitment to quality standards and positive customer experience.
• Provide remote desktop support within agreed SLAs.
• Update work logs and follow escalation processes as needed.
• Engage in knowledge base updates and self-development.
• Work Location: Technology Park Malaysia (TPM), Bukit Jalil.