Job Overview:

We are looking for a Global Helpdesk Support Specialist to join our team and provide Level 1 support—with the potential to scale to Level 2/3 over time—for our cloud‐based platform and its business and operations applications. This role involves comprehensive support activities, including ticket entry, resolution, escalation, change release management, new application rollout, customer onboarding, and SLA/OLA tracking. The successful candidate will also be responsible for documentation, training, continuous process improvements, and automation in a dynamic 24×7 support environment.

Key Responsibilities:

Helpdesk Support:

• Provide global support for a cloud‐based platform and associated business applications.
• Manage ticket entry, resolution, escalation and ensure timely follow-up with regional stakeholders and end customers.

Process and Change Management:

• Support change release management and new application rollouts.
• Track SLAs/OLAs and drive continuous improvement initiatives.

Documentation & Training:

• Develop and maintain documentation and training materials to facilitate effective support.
• Contribute to automation efforts to enhance service efficiency.

Operational Requirements:

• Work in a 24×7 environment, adapting to a fast-paced and dynamic support setting.

Qualification & Skills:

• Preferred: Good reading, writing, and speaking Japanese skills (N2/N3 certified or NAT N3).
• Educational background: BE, B.Tech, MCA, BCA, or any graduate qualification.
• Prior experience in a helpdesk or infrastructure technical support/service desk role (1–2 years relevant, with 2–5 years total experience preferred).
• ITIL Foundation certification is an added advantage.
• Familiarity with cloud-based platforms, ticketing systems, and incident management processes.
• Excellent communication, problem-solving, and documentation skills.

Application Process:

If you are ready to support a global user base in a challenging, 24×7 work environment, please send your CV to vamsikrishna.r@websynergies.com.