Customer Support Specialist - Japanese Language

About TeamViewer

TeamViewer offers a leading Digital Workplace platform that connects individuals with technology, enhancing and automating digital workflows to optimize work efficiency. Our solutions utilize artificial intelligence to shape the future of digital transformation. We serve over 645,000 customers across industries worldwide with a diverse team of more than 1,900 employees who contribute varied perspectives to promote innovation in a dynamic environment.

Role Overview and Responsibilities

As a Level 1 Customer Support Specialist, you will be the initial point of contact for customers requiring assistance with technical or account inquiries. Your key role is to diagnose and resolve basic technical problems, providing clear guidance and creating a positive, empathetic customer experience.

• Deliver technical and account-related support through phone, chat, and ticketing platforms.
• Assess customer needs and recommend customized solutions to enhance business productivity.
• Use diagnostic tools and available documentation to troubleshoot foundational technical issues.
• Aim to resolve issues on first contact, ensuring timely and accurate solutions.
• Escalate complex cases to Level 2 Support as per established procedures.
• Maintain professional and clear communications across all customer interaction channels.
• Adhere to defined processes, service level agreements (SLAs), and communication standards.
• Support creation and updating of internal documentation and knowledge base articles.
• Collaborate effectively with colleagues in Level 2 Support, Sales, and Retention teams.

Candidate Requirements

• Minimum two years' experience in customer-facing roles offering support via phone and email.
• Fluency in Japanese at a native level with strong verbal and written English communication.
• Familiarity with operating systems, including at least two from Windows®, Mac OS X®, Linux®, iOS®, and Android®.
• Ability to communicate technical information clearly to customers with varying technical expertise.
• Strong analytical skills and a problem-solving attitude.
• Capability to multitask and thrive in a fast-moving support setting.
• Quick learner with adaptability to new or updated software and procedures.

Workplace Benefits and Culture

• Onsite onboarding program in the Adelaide office for smooth integration.
• Office location accessible via public transport.
• Frequent team gatherings and company-wide celebrations.
• Open-door management policy, casual dress code, and regular leadership engagement events.
• Work From Abroad initiative allowing up to 40 days remote work outside the contracted country.
• Commitment to diversity and inclusivity, with active employee resource groups and initiatives supporting an inclusive workplace.

Equal Employment Opportunity Statement

TeamViewer is dedicated to fostering an inclusive culture where every individual feels supported and valued. We embrace diversity as a strength and are committed to equal opportunities regardless of gender, family status, sexual orientation, religion, age, disability, education, or ethnicity. We encourage applicants needing accommodations during the recruitment or onboarding process to contact their Talent Acquisition Partner for assistance.