Product Support Analyst Tier 1 - Japanese Speaking

Keyloop
Ho Chi Minh City
Workplace: HybridFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Resourceful","Well organised","Analytical","Problem solving","Communication"]

Own, troubleshoot, diagnose, and resolve customer issues through to successful closure, escalating cases when needed. Communicate clearly with customers and internal teams to deliver timely solutions, document resolution steps, and create written guidance. Drive continuous improvement by reporting issues, recommending process and support-tool enhancements, performing root-cause analysis, and identifying training gaps. Coach and mentor colleagues to expedite resolution and improve support knowledge across geographies.

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Keyloop
Keyloop
5 months ago

Product Support Analyst Tier 1 - Japanese Speaking

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own, troubleshoot, diagnose, and resolve customer issues through to successful closure, escalating cases when needed. Communicate clearly with customers and internal teams to deliver timely solutions, document resolution steps, and create written guidance. Drive continuous improvement by reporting issues, recommending process and support-tool enhancements, performing root-cause analysis, and identifying training gaps. Coach and mentor colleagues to expedite resolution and improve support knowledge across geographies.
Location: Ho Chi Minh City
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Progress cases through to resolution using available resources and building product knowledge.
  • •Escalate cases in good time and ensure timely resolution of customer issues.
  • •Document solutions and produce written guidance on resolution steps and procedures.
  • •Report issues, recommend process improvements, and identify support tools to minimize queries and improve resolution times.
  • •Perform root-cause analysis as necessary and contribute to case reduction initiatives.

Key Requirements

  • •Good standard of education.
  • •Experience working with customers.
  • •ERP application support experience.
  • •Ability to support customers at a high level of performance, productivity, and customer satisfaction.
  • •Bachelor’s Degree in Computer Science (or equivalent) (desirable).
Experience:ERP
Education:Bachelor's in Computer Science
Skills:ResourcefulWell organisedAnalyticalProblem solvingCommunication
Languages:JapaneseEnglish
Tech Stack:ERP

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn