Outlook Mobile T1 Agent(Japanese Speaking)

2 days ago

Manila, National Capital Region, Philippines Lifted, an Upwork Company™ Full time ₱30,000 - ₱60,000 per year

Company Description

We are looking for experienced freelance Japanese Technical Support Agents to join our 24/7 global support Tier 1 team for a leading Mobile App on iOS and Android. If you're a customer support rockstar with strong troubleshooting skills and have passion for mobile technology, we want to hear from youIdeal candidates will demonstrate exceptional customer service skills, advanced troubleshooting capabilities, and a strong commitment to mobile technology excellence.

Job Description

  • Scope of Work

-Deliver timely and effective support by responding to technical inquiries and resolving user issues.

-Evaluate user needs and recommend appropriate troubleshooting steps.

-Maintain awareness of the latest application builds, including version updates, feature changes, bugs and known issues.

-Identify reproducible issues, cover basic troubleshooting and escalate to Tier 2 team

-Operate into a virtual machine for client's platform usage.

-Collaborate with a distributed, multicultural team to ensure consistent service quality.

-Ensure customer contact via chat occurs within a maximum of 10 minutes of accepting a support request and it's alligned to team's procedures. Qualifications

  • Requirements

- Native or bilingual proficiency in Japanese, with fluent English reading and writing skills. Grammar and punctuation would be evaluated.

- Prior experience in front-line technical support roles (Tier 1).

- Ownership of an iOS and/or Android device.

- Immediate availability and flexibility to work across Japan timezone (UTC +9).

- Strong communication skills and the ability to work independently in a remote environment.

- Willingness to register devices with Microsoft Intune and maintain compliance with Intune policies

- Implementation of Multi-Factor Authentication (MFA) within 30 days of contract commencement

- Adherence to the client's Data Protection Agreement, Code of Conduct, and Security Requirements

- Working from public or shared locations is strictly prohibited Additional Information

Device Requirements:

(a live verification will be conducted to ensure following requirements are met prior to start of engagement)

  • A laptop/PC with DUAL boot:
  • Boot 1: Personal and work partition.
  • Boot 2: Environment dedicated to the project.
  • Operating System: Windows 11 Pro (latest updates installed and activated with a genuine product key).
  • Memory: Minimum of 16GB RAM
  • Processor: At least Intel 8th generation (Coffee Lake / Newer) or equivalent in AMD.
  • Module: Trusted Platform Module (TPM) 2.0 version is required.
  • Storage: Minimum of 160GB SSD with 64 GB free space for the partition.
  • Network: LAN (local access network) required. Freelancers will not connect to the provided systems and tools using WiFi.
  • Internet Speed: Minimum of 50 Mbps upload/download speed.
  • Antivirus: No 3rd-party antivirus software installed. Only Microsoft Defender is allowed with the latest update.
  • Webcam: Required and must be Microsoft Teams compatible with at least 720p resolution.
  • Microphone and Headset: Required and must be USB type 3.0, Microsoft Teams compliant, with background noise cancellation.
  • Monitor: Strongly suggest and prefer that freelancers use dual monitors. At least one monitor is required to have at least 1368x720 or higher resolution.

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