Especialista de Suporte Técnico

・Provide customer support to Japanese-speaking users via email, live chat, and messaging platforms. ・Handle a high volume of inquiries, managing up to 100 chats per day alongside email correspondence and additional support tasks. ・Investigate customer issues, troubleshoot software-related problems, and provide clear, actionable solutions. ・Handle payment and transaction inquiries, account verification, account-related issues, and bonus-related questions. ・Manage incoming requests, prioritize tickets, and distribute them among support specialists to balance workloads. ・Handle customer complaints and complex cases, coordinating with other departments when necessary. ・Document customer interactions, track request statuses, and maintain accurate case records. ・Translate and edit internal materials between Russian, English, and Japanese. Key Skills & Tools: CRM, LiveTex, Japanese-language support, ticket prioritization and distribution, payment and account support, customer complaint handling, knowledge base, SLA awareness, cross-team communication.

・Provided technical support to automotive dealers, troubleshooting hardware- and software-related issues. ・Handled technical inquiries in Japanese via email and live chat. ・Communicated in English with Level 2 (L2) support specialists to investigate complex technical problems. ・Analyzed incoming requests, gathered relevant information, and escalated unresolved issues to the appropriate teams. ・Documented support cases, tracked progress, and prepared reports on resolved issues. Key Skills & Tools: ITSM ticketing system, ticket management, technical troubleshooting, issue escalation, L1/L2/L3 support workflows, SLA awareness, technical documentation, Japanese-language support.

・Translated and proofread documents in Japanese, English, Russian, and other languages. ・Worked on multilingual projects using translation tools, dictionaries, and reference materials. ・Managed large translation assignments under tight deadlines. ・Handled correspondence, prepared documents for notarization, and coordinated document certification. ・Trained a new team member, assigned tasks, and coordinated workloads. ・Maintained archives and independently handled office operations in the absence of senior management. Key Skills: Translation and proofreading, multilingual communication, document management, workload coordination, attention to detail, deadline management.