Product Support Analyst Tier 2 – Japanese Speaking

&Evolve

Product Support Analyst Level 2 responsible for troubleshooting and resolving customer issues for Keyloop. Collaborating globally and contributing to service excellence in customer support.

Posted 4/15/2026full-time🇻🇳 VietnamMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provision of an excellent support service
Owning, troubleshooting, diagnosing and resolving problems
Ensuring timely escalation where necessary
Assisting colleagues
Communicating quickly and efficiently at all levels across a Global team
Reporting issues and recommending process improvements
Coaching and mentoring colleagues to expedite case resolution
Conducting root cause analysis where necessary
Actively contributing to case reduction initiatives

Requirements

What you’ll need

Ability to efficiently plan and prioritise workload to meet deadlines.
Expertise or knowledge relating to a specified Keyloop product / module.
High level of investigation, analytical, problem solving and trouble shooting skills.
Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
Able to articulate simply complex problems or issues.
Knowledge and understanding of customer expectations.
Coaching and mentoring skills.
Ability to influence and overcome objections.
Ability to interact with all levels of Keyloop customers and associates.

Benefits

Comp & perks

Good standard of education
Experience of working with customers
ERP Application support
Experience of supporting customers to a high level of performance productivity and customer satisfaction
Understanding of the automotive industry and specialism in one business or technical area (front office, back office, accounts, HSP, networks etc.)
Bachelor’s Degree in Computer Science (or equivalent)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdiagnosingroot cause analysisproblem solvingcase resolutionprocess improvementsKeyloop product knowledgeanalytical skillsinvestigation skillscase reduction initiatives

Soft Skills

communication skillscoaching skillsmentoring skillsplanning skillsprioritization skillsinfluencing skillsinterpersonal skillsproblem articulationcustomer expectation understandingteam collaboration