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Customer Support Representative / Handling customer inquiries and troubleshooting / IT
JOB ID: 10921
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About the Job
Job Description
IT
| Salary | Annual Salary：USD 50,000 〜 70,000 | Location | New York, NY |
|---|---|---|---|
| Required Languages | Japanese | Employment Type | Full-time Employee |
Responsibilities
Description of Responsibilities
Responds to service related customer inquiries, trouble, and/or complaints by phone and email.
Instructs network carriers to troubleshoot circuit outages and usability issues.
* Communicates with application service providers/resellers to respond to customer inquiries.
* Provides customers with remote instructions to isolate the cause of Internet connection outages.
* Provides customers with basic instructions on the use of the application and internet related services.
* Escalates trouble tickets to the engineering team once the work level of a service ticket is beyond the scope of the 1st level support.
* Manages ongoing service tickets and ensure the expected service levels.
* Sends notices for planned or unexpected service outages to customers in a timely manner.
* Opens appropriate tickets with the datacenter related inquiries and troubles.
* Creates, revises, and translates manuals, documents, and reports when needed.
* Regular working hours is 9am – 5pm Eastern Standard Time (EST).
* With teamwork, covering working hours of 9 am – 5 pm Pacific Standard Time (PST) from Monday to Friday (12 – 8 pm EST from Monday to Friday), in case of absence of a customer support representative covers working hours of 9 am – 5 pm Pacific Standard Time (PST).
* Collects information from department of Professional Services to enable to perform LAN support and its troubleshooting.
* Creates manuals to perform LAN Support and its troubleshooting for customer support.
* Leads customer support staffs to perform LAN support and its troubleshooting with sharing information.
IT5000070000.
Requirements
* No prior IT experience necessary; candidates with genuine interest will be considered.
Preferred
* Previous IT Customer Support experience preferred
Job Details
| Employment Type | Full-time Employee |
|---|---|
| Salary | Annual Salary：USD 50,000 〜 70,000 |
| Work Hours | 9:00〜17:00 Monday to Friday (1 hour lunch break). May require covering working hours of 9 am – 5 pm Pacific Standard Time (PST) from Monday to Friday (12 – 8 pm EST from Monday to Friday), in case of absence of a customer support representative. Work condition: Hybrid. Must be able to work on-site until fully trained and able to handle Customer Support tasks independently (no remote work during training period). |
| Required Languages | Japanese：Business Level |
| Insurance | Medical, dental, and vision insurance |
| Employee Benefits | 401K (3% matching after 1 year of employment) |
※ This page only shows a portion of the information, so please contact us for more details. We will contact you separately.
※ Please note that the application period may already be closed, so we will confirm the recruitment status before you apply.
Last Updated:2026/4/7
Regional Features of New York
Home to New York City (NYC), the "crossroads of the world," New York State is a place filled with energy and diversity. NYC draws people with big dreams from across the globe, and many North American headquarters for Japanese companies are concentrated here. The food culture is too rich to fully describe, but staples include bagels with cream cheese, thin-crust New York-style Pizza eaten folded, and rich New York Cheesecake. Authentic cuisine from every corner of the world is available throughout the city. Historically, this is where many immigrants entered the U.S. through Ellis Island, with the Statue of Liberty serving as their icon. The cultural richness, from Broadway musicals and the Metropolitan Museum of Art to Central Park, is world-class. On the other hand, a trip to Upstate New York reveals the Finger Lakes wineries, Niagara Falls, and the vast wilderness of the Adirondack Mountains, offering a perfect refresh from urban bustle. While it is a fiercely competitive society, it offers opportunities and encounters found nowhere else, making it an incredibly stimulating and attractive region for those who wish to grow.
About Our Service
Leverages Career U.S. is a recruitment agency specializing in job opportunities across the United States. Our career advisors, experts in the U.S. job market, will introduce you to your ideal job from our diverse portfolio of job openings. We provide comprehensive support, including reviewing application documents, preparing for interviews, and post-placement follow-up. This service is offered to everyone at no cost.
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