Multilingual (Japanese) Technical Support
Diversify Offshore Staffing Solutions
- Taguig, Philippines27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- ₱80,000.00 - ₱120,000.00 / monthPHP8000012000080000MONTH
- Full timeFULL_TIME
Expired 5 years ago
2018-12-29T16:00:00+00:00Job closed.
Job Description
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.
GENERAL RESPONSIBILITIES:
- 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
Minimum Qualifications
- 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 windows
- 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)
Perks and Benefits
Paid Holidays
Paid Vacation Leave
Paid Sick Leave
Paid Bereavement/Family Leave
Maternity & Paternity Leave
Single Parent Leave
Medical / Health Insurance
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
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About Diversify Offshore Staffing Solutions
Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff.
Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy.
An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers.
At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do.
Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.