Multilingual (Japanese) Technical Support

The Multilingual (Japanese) Level 1 Technical Support is the first level of support and response for Japanese customers’ concerns and is responsible for answering, commenting and replying to open incidents. The role is responsible for the timely completion of work requests, trouble tickets, and other technology-focused tasks. As required, while providing remote technical end-user support including, but not limited to troubleshooting, setup and configuration, and software/hardware upgrades. The Multilingual (Japanese) Level 1 Technical Support also resolves problems related to operating systems and configuration issues and is responsible for the internal support of all products and related equipment. Other tasks include translation of technical issues from Japanese to the English language so to be escalated to the upper-level support.

• Directly communicate with Japanese customers through call and/or email and chat in assistance to concerns and queries raised
• Respond to requests for technical assistance via call or remote support, electronically diagnose and resolve technical hardware and software issues
• Provide user support and customer service on company-supported applications and platforms; troubleshoot problems and advise on the appropriate action
• Monitor and respond quickly and effectively to requests received; ability to identify and organize tickets according to priority and forward tickets to engineers and upper-level support
• Perform installation, troubleshooting, configuration, and upgrades of hardware and software on hardware devices and software applications
• Perform Desktop support/maintenance and troubleshoot PC/laptop issues
• Implement and maintain remote connectivity to the interface of external business partners
• Identify deficiencies and escalates risk and proposes innovative solutions to address the issue/problem
• Maintain authentication and ticketing system and respective logging for remote access and perform routine audits
• Perform timely workstation hardware and software upgrades and conduct/maintain system backups as necessary
• Maintain inventory of all equipment, hardware and software assets as well as software licenses
• Stay current with system information, changes and updates and research questions using available information resources
• Able to react to change productively and handle other essential tasks as assigned

• Bachelor’s Degree in Information Technology, Computer Science, Engineering or any related field
• At least 2-4 years of working experience and training in troubleshooting and providing help desk support
• Knowledge and capability to communicate in the Japanese language is a must
• Candidates should have at least N3 Level in Japanese-Language Linguistic Competency
• Ability to adhere to standard operating procedures and able to work within standard network maintenance
• Working knowledge of fundamental operations of relevant software, hardware and other equipment with the ability to read and comprehend instruction manuals in order to make minor repairs to different equipment
• Strong written and verbal communication skills with good customer service orientation
• Proven track record in problem analysis and problem-solving
• Must be able to adapt well to a fast-paced working environment, with good planning and organization skills and high-stress tolerance
• Keen attention to detail and a strong aptitude in system repairs, bug removal, virus removal, software/hardware troubleshooting and upgrades
• Work well with a team and is able to interact with different types of people (clients/employees)
• Must be willing to work in BGC in working hours parallel to Tokyo time zone, Japan Standard Time (JST)

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.