Freelance L1 IT Application Support Engineer (m/w/d)
Core
Provide first-level IT support for e-commerce incidents and service requests, acting as a linguistic bridge between Japanese users and the Romanian service desk.
Role type
L1 IT Application Support Engineer
Builds
Efficient handling of e-commerce incidents and service requests
Domain
E-commerce / IT Service Management
Deliverable
dashboards & analysis
Required skills
Japanese (native), English (professional), Windows environments, web browsers, Microsoft Office 365, Microsoft Teams, IT Service Management, ticketing tools, e-commerce order lifecycle, payment lifecycle, inventory management, pricing and promotions
Preferred skills
Web applications, APIs, system integrations within ecommerce
Responsibilities
Provide Level 1 IT support for e-commerce incidents and service requests, Serve as the primary Japanese-speaking point of contact for users in Japan, Translate and communicate user requests and technical information between Japanese users and the Romanian support team, Manage and follow up on incidents and service requests according to defined SLAs, Perform first-level investigation and troubleshooting of ecommerce issues, Maintain accurate ticket documentation and knowledge base updates, Escalate unresolved issues to Level 2 support teams, Monitor support queues and ensure timely resolution of requests, Participate in weekly onsite visits in Tokyo
Seniority
Junior to Mid-level, hands-on IC
