Field Service Specialist (IT)

TL;DR

Field Service Specialist (IT): Providing onsite technical support and maintenance for merchant issuing solutions and refund counters with an accent on equipment troubleshooting, system installation, and incident resolution. Focus on automating daily processes using Excel VBA, managing local inventory, and ensuring high-quality customer service for hirify.global merchants in the Tokyo region.

Location: Tokyo, Japan (Onsite)

Company

hirify.global is a leading provider of tax-free shopping and payment solutions for international travelers and merchants.

What you will do

• Serve as the primary point of contact for merchants and manage local support requests.
• Perform onsite field service to troubleshoot, maintain, and install issuing solutions and office equipment.
• Operate and manage the issue tracking system to ensure timely resolution of incidents.
• Automate daily operational processes using Excel VBA.
• Provide training and after-sales support to merchants in coordination with the sales team.
• Participate in on-call duty and support software releases outside of business hours when necessary.

Requirements

• Native Japanese language skills (oral & written)
• Fluent English language skills (oral & written)
• 4+ years of experience in a similar IT service desk or technical support role.
• Strong technical background in Windows environments, peripherals, and networking.
• Understanding of client-server transaction systems and ticketing processes.
• Ability to work independently and manage tasks under remote supervision.

Nice to have

• Conversational Chinese skills.
• Experience with payment systems and solutions.

Culture & Benefits

• Opportunity to work in a global fintech environment.
• Professional development in technical support and field operations.
• Collaborative team culture with a focus on customer service excellence.