Job Summary:
We are looking for a detail-oriented and customer-focused Bilingual Support Level 1 professional fluent in English and Japanese to join our support team. In this role, you will be the first line of contact for users, delivering high-quality support for technical issues, product inquiries, and standard procedures. This position is ideal for someone who excels in problem-solving, communication, and working in a dynamic, multilingual environment.
Key Responsibilities:
- Ticket Registration & Confirmation
Log, categorize, and confirm support tickets received through various channels, ensuring accurate documentation.
- Basic Troubleshooting & FAQ Support
Provide first-level support for common issues and answer frequently asked questions using standard solutions.
- Installation & Configuration Help
Guide users through basic software/hardware installation and configuration processes as needed.
- Knowledge Base Solutions
Utilize and contribute to the internal knowledge base to resolve issues efficiently and consistently.
- Escalation to Level 2
Escalate complex or unresolved issues to Level 2 support with complete documentation and context.
Qualifications:
- Fluent in both English and Japanese.
- Minimum 1-3 years of experience in a customer service or technical support role preferred
- Basic knowledge of computer systems, software troubleshooting, and common tech tools
- Strong communication and interpersonal skills, with a customer-first attitude
- Experience with help desk/ticketing systems is a plus
- Ability to work in a fast-paced, multicultural environment
Job Type: Full-time
Schedule:
- 12 hour shift
Application Question(s):
- Are you legally allowed to work in the Philippines?
Experience:
- Technical Support: 1 year (Preferred)
Language:
- English (Preferred)
- Japanese (Preferred)
Location:
- Philippines (Preferred)
Work Location: In person