Global SaaS company is looking for a Bilingual IT Support Engineer (L1) .

Responsibilities:
- Provide first-line technical support to customers, diagnosing and resolving product issues
- Actively listen to customer concerns to accurately understand and document their issues, ensuring comprehensive problem capture
- Utilize strong problem-solving and analytical skills to troubleshoot and resolve technical challenges
- Collaborate effectively with team members and other internal departments to escalate and resolve complex cases
- Contribute to a positive team environment through active participation in discussions and support initiatives
- Adhere to established internal processes for ticket management, documentation, and customer communication

Required Skills:
- Bilingual candidate – fluent in Japanese - to support Japanese customer and Advance English level (TOEIC 800) - candidate will be reporting to boss in Australia
- 3 years experience in helpdesk support in cloud company or lifescience or pharma companies (Such as Salesforce, IQVia, SAP, Oracle, Creatio, Indegene, Takeda, Bayer, Astrazeneca, gsk)
- Have solid understanding of Java, SSO, SQL, HTML
- Great communication skills

Why should you apply:
- Great work life balance and benefits such as 21 Annual Leave. Particularly this position offers flexibility in working arrangement, fitness reimbursement 70,000/ year, MetLife Insurance coverage, global counselling service such as financial/ mental health/ life coach for free
- You will take ownership of more complex cases, with leadership opportunities
- Work with global teams in an international environment
- Career progression – become a SME in CRM systems and other modules which is highly demanded in the market
- Move into configuring and implementing set of solutions and direct client facing experience
- Company encourages internal mobility, so experience in product support can lead to consulting, sales engineering, or product management roles


Company Details: They provide innovative cloud-based applications tailored for the life sciences industry, delivering implementation and maintenance support with a strong commitment to customer success. By leveraging an exceptional partner ecosystem, we strive to deliver even greater value and efficiency to our clients.

Working Hours:  9am-6pm
Working Style:  By principle, 3 days in office. For this particular position, it is 100% remote as it is a Global Team. However, it is very encouraged to come to office to keep relationship with colleague
Holidays: Saturday, Sunday, 21 Annual Leave, and more
Services/Benefits:  Fitness reimbursement 70,000/ year, MetLife Insurance coverage, global counselling service such as financial/ mental health/ life coach for free