Customer Support Specialist - Japanese Speaker

Level 1 Customer Support Specialist

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?

Responsibilities

As a Level 1 Customer Support Specialist, you will be the first point of contact for customers seeking help with technical or account-related queries. You'll troubleshoot technical issues and guide customers toward effective solutions while delivering a positive, empathetic experience.

This role is ideal for someone who enjoys helping people, learning new technology, and would like to grow their career in a fast-paced SaaS environment.

• Provide technical and accounting support via phone, chat, and ticketing system
• Identify customer needs and offer tailored solutions to improve business efficiency
• Troubleshoot basic technical issues using diagnostic tools and available resources
• Resolve customer issues at first contact where possible, ensuring timely and accurate outcomes
• Escalate complex cases to Level 2 Support following defined processes
• Communicate clearly and professionally with customers across all channels
• Provide empathetic, customer-focused guidance
• Set clear expectations and follow through on commitments
• Accurately document cases, troubleshooting steps, and outcomes
• Follow established processes, SLAs, and communication standards
• Contribute to internal documentation and knowledge articles when needed
• Collaborate closely with teammates, Level 2 Support, Sales and Retention team
• Participate in coaching, training, and regular team meetings
• Continuously build product knowledge and stay up to date on new releases

Requirements

• 2+ years of experience working in a customer facing role, providing support over the phone and by email
• Native-level fluency in Japanese, with strong written and verbal communication skills in English
• Knowledge of operating systems and experience with at least two of the following: Windows®, Mac OS X®, Linux®, iOS®, Android®
• Ability to explain technical concepts to customers with varying technical backgrounds
• Strong analytical and problem-solving mindset
• Ability to multitask and work in a fast-paced support environment
• Ability to learn quickly and adapt to new or updated software and processes

Preferred / Qualifications (Plus)

• Experience supporting SaaS or technology products
• Familiarity with ticketing systems (e.g., Jira, Freshdesk)
• Experience working in a multi‑language/multi‑region support environment
• Qualifications in IT or other relevant vocational education are advantageous

What We Offer

• Onsite onboarding in our Adelaide office for an optimal start
• Great compensation and benefits packages including company achievement bonus or sales bonus, company stocks and regular salary reviews
• Public transport friendly offices
• Access to Corporate Benefits platform with many discounts
• Regular team events and company-wide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• Hybrid and Flexible
• Work From Abroad Program allowing up to 40 days of work outside your contracting country
• We celebrate diversity as one of core values, join and drive one of the C-A-R-E initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.