Technical Support Representative (Japanese-English Bilingual)

Location: Makati (KPH51673) Flex Office, Philippines; partially remote

Company

hirify.global runs and reimagines mission-critical technology systems for leading businesses, using AI-powered insight to support smarter decisions and faster innovation.

What you will do

• Serve as the primary contact for customers seeking technical assistance through phone, chat, email, and Microsoft Teams.
• Diagnose and resolve common IT issues while delivering a positive customer experience.
• Log, track, and manage incidents and service requests according to established processes and service levels.
• Escalate complex issues to technical specialists and collaborate with support teams to drive resolution.
• Communicate proactively with customers, provide updates, and manage expectations throughout the support process.
• Build knowledge across platforms, technologies, and business environments through hands-on experience and continuous learning.

Requirements

• Knowledge of Windows, macOS, or Linux operating systems.
• Basic help desk or IT support knowledge.
• Strong troubleshooting and problem-solving skills.
• Customer-focused support mindset and commitment to a positive user experience.
• Excellent verbal and written communication skills in both Japanese and English, with the ability to support Japanese-speaking and global customers.
• Active listening skills and flexibility to adapt communication styles to customer needs.

Nice to have

• Experience supporting Windows, macOS, or Linux operating systems.
• Experience in a help desk, service desk, technical support, or customer support environment.
• Experience supporting customers through phone, email, chat, or collaboration platforms.
• Fluency in Japanese and English and the ability to communicate with diverse stakeholders.
• Ability to adapt troubleshooting and problem-solving approaches to customer requirements and situations.

Culture & Benefits

• Partially remote, hybrid-friendly work environment focused on well-being, inclusion, empathy, and shared success.
• Career development opportunities, including progression to second- or third-level escalation and more senior technical roles.
• Access to certifications from Microsoft, Google, and Amazon, plus coaching and hands-on learning.
• Be Well programs supporting financial, mental, physical, and social health.
• Personalized development goals, career-planning tools, continuous feedback, and opportunities to build in-demand technology skills.

Hiring process

• If applying through an employee referral, select “Employee Referral” for “How Did You Hear About Us” and enter the referrer’s hirify.global email address.