Helpdesk Analyst (Zoom, Japanese Speaking)

The Helpdesk Analyst L1 provides first-level technical support for Zoom and Box products, handling customer inquiries and basic technical issues, while escalating complex problems to higher-level support.
Responsibilities: Provide first-level support for Zoom and Box.Respond to customer inquiries via phone, email, and chat.Troubleshoot basic issues with Zoom meetings, webinars, and Box storage.Escalate unresolved issues to L2 or L3 support.Communicate effectively to resolve customer issues.Participate in meetings and training to stay updated on products and support practices.Maintain detailed records of customer interactions and technical issues in the support ticketing system.Maintain records of customer interactions in the support system.Document troubleshooting steps and update knowledge base articles.Collaborate with L2 and L3 teams for timely issue resolution.Requirements: Diploma/Bachelor's degree in any IT/related field OR equivalent experience.1-2 years of experience in a helpdesk or technical support role.Familiarity with Zoom and Box is a plus.Strong troubleshooting and communication skills.Ability to communicate in Japanese & English written, read and spoken.Basic understanding of networking and operating systems.Preferred certifications: CompTIA A+, Microsoft Certified, Zoom Certified Integrator.Commitment to quality standards and positive customer experience.Provide remote desktop support within agreed SLAs.Update work logs and follow escalation processes as needed.Engage in knowledge base updates and self-development.Work Location: Technology Park Malaysia (TPM), Bukit Jalil.