Helpdesk Support Representative ( Japanese language)

Created in 2000, Ivalua is a leading global provider of cloud-based procurement solutions. COMPANY OVERVIEW At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration. We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities. Learn more at www.ivalua.com. Follow us on LinkedIn THE OPPORTUNITY CONTEXT: Our Helpdesk department, international in scope (EMEA, AMER, APAC) and growing rapidly, consists of around thirty experts leveraging IVALUA procurement solutions and l work on multiple accounts, from different industries to assist our customer’s Administrators ROLE: Here at Ivalua, we are currently looking for a Helpdesk Support Representative . You will be reporting to the Manager, Helpdesk of the helpdesk team and to deliver first-line technical support to customers and suppliers across the APAC region, as well as for EMEA and AMER. This role calls for exceptional listening skills, responsiveness, cross-cultural awareness, and a strong commitment to service excellence in a collaborative environment. WHAT YOU WILL DO WITH US Serve as the primary point of contact for customer technical support via phone, email, and ticketing channels. Analyze, triage, and qualify incoming technical inquiries and issues. Resolve support tickets in adherence to established operational procedures and internal tooling. Escalate complex incidents to Tier 3 support teams and track resolution progress. Maintain clear and consistent updates with customers throughout the lifecycle of their requests. Log, track, and update issue details accurately within ticketing platforms. Efficient at performing basic technical troubleshooting which deviates from standard. YOUR PROFILE If you have the below experience and strengths this role could be for you: Skills and Experience: Minimum of 2 years of helpdesk or customer support experience, preferably within a software environment. Strong technical aptitude with working knowledge of standard office software, internet technologies, and support systems. Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices. Proven experience working with modern ticketing tools (e.g., ServiceNow, Zendesk). Comprehensive training will be provided for the IVALUA BUYER software suite. Soft Skills : BE/BTech or master’s degree in computer engineering, Computer science, or a closely related field or foreign equivalent.