Global Support

Job Type
4,000,000 JPY - 5,000,000 JPY per year (negotiable based on experience)
Japanese Level
English Level
High Intermediate (TOEIC 730)
Start Date


Global IT service company is seeking global support in Japan office. The purposes of this position is to manage all incoming calls for service from customers from a remote support location and delivering services to international customers. To manage and coordinate the call dispatch to local partners in additions to the global Support Center to ensure SLA achievement, using all relevant internal call logging tools. If you are looking for a challenging and very rewarding role in international company, then this is a great opportunity.

‐ Answer all incoming calls or customer emails reporting a 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 in internal tool.
‐ Responsible for escalating cases appropriately to L3 support.
‐ Answer all requests for action made by the company's Support Center. Coordinate both emergency and non-emergency response to calls for service and manage those responses through the 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 the logistic team.
‐ Assist customer service with escalated request in a timely manner.
‐ Record and remove from specific tool parts used by technicians / local partner.
‐ Follow up on all pending and recommended work with customer using the pending work dashboard. (Online Tool)
‐ Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems.



【会社概要 | Company Details】
A global IT Life Services company offers end-to-end data center maintenance service. The company helps customers find cost-effective, hassle-free solutions for their IT infrastructure maintenance needs.

【就業時間 | Working Hours】
9:00 - 18:00(Mon - Fri)

*“on-call” shift every two weeks

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】

各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、 屋内原則禁煙(屋外に喫煙所あり)、 通勤交通費支給等

Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.

Required Skills

‐ Experience working in a fast-paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction required
‐ Ability to work in shifts, ensuring availability of services during out of business hours, during evenings and weekends. And ability to work overtime, if need
‐ Ability to build and maintain relationship with customers/clients /partner


Preferred Skills