Company Description

Zuler is a global leader in remote desktop and cloud computing, revolutionizing connectivity with cutting-edge cloud rendering and real-time communication technologies. With over 180 million installed devices and a team of experts from top tech companies, Zuler delivers high-performance solutions that empower users worldwide.

Job Title: User Experience Specialist (Japanese-speaking)

Job Summary:

We are looking for a dedicated and customer-focused User Experience Specialist to provide technical assistance and support to our users. This is a hybrid role that also supports our internal cross-functional teams. The ideal candidate will have strong troubleshooting skills, excellent communication ability in Japanese, Chinese and English, and a passion for helping customers resolve technical issues efficiently.

Key Responsibilities:

User Experience (UX) and Technical Support (60%) :

• Own the end-to-end DeskIn user experience. Act as the bridge between users and the DeskIn product team - capturing real user pain points, synthesizing insights, and driving improvements across onboarding, remote access stability, device compatibility, and overall usability.
• Transform support signals into product innovation. Analyze recurring issues from global markets (TW, VN, ID, US, JP), identify root causes, and work with Product/Engineering to prioritize fixes and new features that improve DeskIn's connection quality, workflow experience, and free-to-paid conversion.
• Create a proactive, multi-channel user care system. Manage experience across email, in-app feedback, Discord, social channels, and knowledge base. Build structured FAQs, macros, and UX guidance that reduce friction, increase user satisfaction, and elevate DeskIn's reputation as a lifestyle remote access essential.
• Provide first-level technical support via email, Discord and in-house ticketing system
• Diagnose and troubleshoot software, hardware, and network-related issues, and escalate complex problems to the technical team when required
• Maintain accurate records of issues and solutions in the ticketing system
• Collaborate with developers/product teams to report bugs and improve product quality
• Ensure timely follow-up and resolution of customer issues

Cross-Functional Team Support (40%):

• Assist Marketing team on design and creative tasks
• Assist HR team on procurement and administrative tasks to ensure efficiency in office operations
• Support adhoc team bonding and coordination activities as needed

Requirements:

• Bachelor's degree in any discipline
• 1-3 years of experience in UX/technical support or related IT support roles. Fresh graduates are encouraged to apply
• Proficiency in Japanese, Chinese (Mandarin) and English (spoken and written) would be required to communicate with Japanese-speaking end users and Chinese (Mandarin)-speaking stakeholders
• Strong problem-solving and analytical skills
• Basic understanding of systems, applications, and networking concepts
• Experience with ticketing systems and remote support tools is an advantage
• Good communication skills with a customer-oriented mindset
• Ability to work independently and as part of a team
• Comfortable with working in an on-site environment
• Singaporeans only

Preferred Skills (Optional):

• Experience in software support, or helpdesk environment
• Knowledge of Windows, macOS, Android, or iOS troubleshooting
• Familiarity with project management tools (e.g. Confluence)
• Ability to work in a fast-paced environment