Ref: Technical Support

Technical Support


Job description

Technical Support

Technical Support

Job Description:

Technical Support

Department Overview

Our tech-team develop, operate, and maintain a large-scale platform that contributes over 1 trillion yen.
As a communication hub, Tech-support handles various inquiries from internal staff and external partners about the technical/product specifications or operations accurately and promptly. Diagnose and troubleshoot the product issues by analyze source code and data in the situation that new features are implemented every weeks.
Contribute to offer best experience to customers/partners by feedback the voice of customers to development and product management teams.


Position Details
  • Understand customers' situation and be responsible to handles the inquiries
  • Be passionate and have motivation to offer the best values to the customers and partners as service provider
  • Quickly adapt new technology or architecture and proactive to get the new knowledge technology skills
  • Always see the big picture of the things, be flexible and make effort spontaneously in any situation.
  • Maintenance and operation internal FAQ
  • Track computer system issues through to resolution, within agreed time limits
  • Communicate and coordinate with customers and partners
  • Prepare accurate and timely reports
  • Analyze logs, system operation including data update or account creation
  • Improve operation process to reduce the time of inquiries or issues itself with PDCA cycle

Mandatory Qualifications:
  • BSc/BA in Computer Science, Engineering or related field or background in software engineering
  • Properly escalate issues to appropriate internal teams and external partners
  • Prioritize and manage several open issues by judging situations appropriately
  • Collect and analyze inquiries from customers, stakeholders and other teams to propose best solutions
  • Excellent communication skills in any situations
  • Proficient in English and Japanese

Desired Qualifications:
  • Experience in technical support
  • Experience in system development and system design
  • Experience in Project Management
  • Experience in Product Management in E-Commerce Improve business process in PCDA cycle Analyze issues based on qualitative and quantitative data
  • Knowledge of travel and hospitality industry


English (Fluent), Japanese (N2)