About this role
Responsibilities: Excellence
• Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals • Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs • Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively • Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience • Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions • Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience People
• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures • Own client technical issues end-to-end, from initial report through resolution or escalation • Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS) • Communicate ticket status clearly, track progress, and escalate issues to next-level support when required • Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support • Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions • Effectively manage call handling time, after-call work, and workload prioritization Clients
• Manage client expectations regarding response and resolution times • Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation • Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed • Provide timely and accurate updates to clients via phone, email, or other communication channels Financial
• Resolve software and technical questions efficiently to minimize service disruption and operational impact • Identify potential major incidents or recurring problems and proactively highlight them to management • Escalate unresolved incidents in line with defined SLAs and operational thresholds • Achieve support-related productivity targets while maintaining service quality
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Essentials/Must-Haves:
• At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role • Experience working in an SLA-driven Service Desk or support environment • Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools • Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed • Strong client service orientation with the ability to balance technical knowledge and customer experience • Excellent organizational, time management, and workload prioritization skills • Structured problem-solving ability and analytical thinking • Fluent in English • Proficiency in Japanese language • Willingness to work rotating shifts, including weekends and holidays Preferred / Advantageous:
• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field • ITIL Foundation, CompTIA, and/or Microsoft Azure certification • Basic knowledge and troubleshooting experience with technologies such as: • Windows OS • MS Office 365 • MS SQL • MFA and VPN • Citrix • Azure • Active Directory and Exchange Server
• Experience supporting enterprise or cloud-based applications WTW is an Equal Opportunity Employer