Role OverviewWe are looking for a Japanese-speaking Customer Service Agent to deliver responsive, accurate support for clinical and operational systems used by healthcare professionals. This remote position requires fluency in both Japanese and English, with primary responsibilities carried out during Japanese business hours. You will act as the first line of contact for internal and external users, handling inquiries across phone, email, chat, and web platforms, with a focus on maintaining uninterrupted clinical workflows and patient safety.
Key Responsibilities
- Respond promptly to incoming support requests through multiple channels, assessing urgency, clinical impact, and appropriate resolution path.
- Resolve standard issues independently, including account access, system guidance, and basic troubleshooting, escalating complex cases when necessary.
- Deliver clear, empathetic communication, especially in time-sensitive or high-pressure situations, while managing user expectations and providing regular updates.
- Record and manage all service cases in ServiceNow with accurate categorization, priority levels, and adherence to SLA timelines.
- Process user access requests, including creating, modifying, and deactivating accounts across multiple clinical systems.
- Support training operations by updating learning materials and distributing session invitations.
- Monitor open cases proactively to ensure continuous follow-up and resolution.
- Provide frontline expertise for medication-related clinical platforms, particularly during urgent events such as temperature excursions in vaccine logistics.
- Act as a reliable point of contact for pharma and vaccine systems, ensuring compliance with performance metrics including user satisfaction and response times.
Requirements
- Fluency in both spoken and written Japanese and English.
- Demonstrated ability to communicate clearly and compassionately in customer-facing roles.
- Strong organizational skills with the capacity to multitask under pressure while maintaining accuracy.
- Stable, high-speed internet connection (minimum 15Mbps upload, 30Mbps download) on a secure, private network.
- Dedicated, quiet workspace suitable for professional phone and digital communication.
- Flexibility to work rotating shifts, including nights, weekends, and holidays as needed.
- High level of discretion when managing sensitive medical and patient-related data.
- Must be legally based in Canada with valid work authorization and SIN.
Preferred Background
- Experience in helpdesk, technical support, or service desk roles.
- Familiarity with healthcare, pharmaceuticals, or life sciences environments.
- Hands-on experience with ServiceNow or comparable ticketing systems.
Work Environment
This is a fully remote role based in Canada. You will receive all necessary equipment to perform your duties from home. Training occurs Monday to Friday from 2:00 AM to 11:00 AM EST. The regular schedule runs Sunday to Thursday from 7:00 PM to 4:00 AM EST, aligning with Japanese business hours. Shift flexibility is essential.
Compensation & Benefits
- Hourly wage of $19.00 CAD for standard hours.
- An additional $2.00 per hour for work performed between 12:00 AM and 6:00 AM.
- Comprehensive health and dental insurance coverage.
- Two weeks of vacation annually, available after completing the 90-day probation period.
- All required remote work equipment provided at no cost.
