Global Support

Job Type
4,500,000 JPY - 5,000,000 JPY per year (negotiable based on experience)
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


An international company, serving close to 3000 customers through 80 countries and supporting IT and IP products, is hiring for a global support role. You will manage all incoming calls for service from customers from a remote support location and deliver services to international customers. You will also manage and coordinate the call dispatch to our local partners in additions to our global Support Center to ensure SLA achievement, using all relevant internal call logging tools. 



‐Answer all incoming calls and customer emails, report the support issue, determine the caller’s needs, and route the call to the appropriate local partner or L2/L3 technical expert for diagnosis purpose and action, detailing the case

‐Escalate cases appropriately to L3 support

‐Answer all requests for action made by our Support Center

‐Coordinate both emergency and non-emergency response to calls for service and manage those responses through our ticketing tool

‐Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed

‐Coordinate spares parts dispatch with local partner / customer / logistic center

‐Ensure constant up to date reporting about status of all calls through the relevant tools

‐Manage local buffer stock refill process with our logistic team

‐Assist customer service with escalated request in a timely manner

‐Follow up on all pending and recommended work with customer using the pending work dashboard (Online Tool)















Required Skills

‐Experience working in a fast-paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction

‐Ability to work in shifts

‐Coordination skills

‐Willingness to work in teams

‐Good problem solving skills and analytical skills

‐Effective communication and interpersonal skill








Preferred Skills