OpenTable is hiring a

Technical Support Representative - (Japanese/English)

Preston, Australia
Technical Support Representative - (Japanese/English)

Reporting to the Technical Support Supervisor, the Technical Support Representative will be responsible to provide customer support to customers, answering complex questions on function and usage of products via telephone, email and/or Internet. S/he will be the primary contact for our customers in Japan and the secondary contact for existing OpenTable restaurant customers worldwide with the goal to maximize customer satisfaction.


The ideal candidate will be a bi-lingual (Japanese/English) Technical/Customer Support Representative, experienced in outstanding customer, application/software, Windows, and network/connectivity support.

Must be willing to work a shift of our Japanese Operation Hours (9AM-7PM (JST) 7 days a week.


  • Assisting customers with their technical- and non-technical problems
  • Ensuring that all reported incidents are accurately logged
  • Owning the progress of all problem queries and change requests
  • Gathering requirements for all change requests
  • Keeping customers up to date on how and when issues will be resolved
  • Training restaurant employees, encouraging greater use of the OpenTable system and gathering customer feedback
  • Configuring and installing replacement computer hardware at restaurant locations
  • Repairing field hardware for re-deployment
  • Configuring restaurant databases
  • Documenting all phone contacts in the internal CRM system and all email and chat contacts in the email management tool
  • Acting as point of reference for internal staff for all customer support issues
  • Outbounding and following-up phone calls

Desired Experience:

  • At least a couple of years’ experience providing customer support, preferably in a software support environment
  • Japanese to a native or fluent standard is required
  • Speaking, Reading and Writing in English is required
  • Working knowledge of current Microsoft Windows operating systems (client and server platforms)
  • Knowledge of iOS and Apple Hardware
  • Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus
  • Experience with the use of support desk tools like Salesforce, Communities, live chat
  • A strong sense of ownership regarding the product and the issues arising from its use
  • Excellent interpersonal skills, with a bias towards customer service
  • Strong communication skills: active listening, writing/ typing, informal communication
  • Restaurant/ Hospitality experience is a plus




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