IT（PM・SE） - テクニカルサポート・フィールドサポート

Description Overview:
We are seeking bilingual L1 support agents and engineers (mid-junior and senior levels) for our Japan Tsukuba-based service desk. This will be part of a global service model. Our client aims to consolidate a fragmented L1 Service Desk landscape under a single provider. Capgemini intends to deliver a competent and consistent global user experience, establish a single point of contact, and achieve efficiencies through scale and automation.

Job Description:
We are seeking L1 support agents with basic IT skills and strong communication abilities, both verbal and written, at a native level in Japanese and business level in English. Selected agents will be trained to meet client expectations, including environment, processes, and IT and business knowledge, during the mandatory onboarding training.
Responsibilities include handling all user issues and service requests based on provided guidance and within the agreed Service Level Agreements (SLAs). Agents must efficiently and professionally address all contacts in the required languages and provide on-call support for Japan-based customers and end-users.
Our global service model will utilize Capgemini’s chatbot as the first line of interaction for all users, with Capgemini's L1 agents providing support via hubs in Poland, China, and Japan.

Service Window:
Weekdays Support : 7:00 ~ 22:00 (8 hours per shift+1 hour break)
Weekend Support : 8:30 ~ 21:00
Work location : Tsukuba / Hybrid
Shift Timings (with one hour break):
Weekdays
Weekends / Holidays
1st Shift
7:00 ~ 16:00
8:00 ~ 17:00
2nd Shift
9:00 ~ 18:00
9:00 ~ 18:00
3rd Shift
13:00 ~ 22:00
12:00 ~ 21:00

Others:
** Support needed 7days per week / Each resource works 5 days per week / Two days off per week.

■休日：完全週休二日制, 土, 日, 祝日, 年末年始

Required skills/ Expected profiles:
Fluent verbal and written Japanese language skills paired with very good communication skills
Experience in handling the relevant Operating Systems and Applications
Experience working as a customer service agent.
Team player with a problem-solving attitude and efficient task management skills
Experience applying appropriate solutions according to the incident management process.
Knowledge Management, incident Management, Service Now tool experiences are plus.

Responsibilities:
Single point of contact for users' issues and requests
Answer all contacts efficiently in a professional and courteous manner in the requested languages, as applicable.
Resolve requests and incidents or pass to resolving teams.
Record all steps performed to resolve an issues/Tickets.
Track, chase, and control tickets
Call back, troubleshoot, and perform procedural follow ups.
Handle high priority incidents according to procedure.
Identify and work on updating/creating work procedures / shift left opportunities *
Create, modify, and terminate accounts, or perform actions requiring elevated access, across several systems/applications (defined at the job).

■職種未経験者：不可