Application Support Engineer - Bilingual Japanese

Job Description Summary

The Bilingual Application Support Engineer is responsible for delivering proficient technical support in both English and Japanese to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers. Responsibilities include supporting customer inquiries, managing account registration, troubleshooting application issues, and providing comprehensive technical and operational/customer manuals. The role requires a strong customer service mindset, analytical skills, and the ability to analyze systems and customer needs to recommend business solutions that improve efficiency.

This position reports directly to the Assistant Manager of the team.

Schedule:

Shift 1: 8:00am-5:00pm;
Shift 2: 11:00am-8:00pm (Monday–Friday). Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs.

• Respond promptly to customer inquiries
• Manage customer inquiries and maintain organized records in the ticketing system
• Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions
• Manage customer accounts daily and ensure data accuracy
• Organize workflow to meet customer time frames
• Direct requests and unresolved issues to the designated resource
• Follow up on customer interactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Communicate and coordinate with internal departments
• Provide feedback on the efficiency of the customer service process
• Translate system and application documents in both English and Japanese
• Consistent availability to work in an office environment
• Collaborate with team members to provide support to customers

• Bachelor’s degree in computer science or a related field
• Bilingual with Japanese-English
• 1‑2 years’ experience in IT support or a related field
• Basic computer skills
• Microsoft Outlook/e‑mail capability
• MS‑Office capability (Word, Excel, PowerPoint, etc.)
• Prior experience troubleshooting technical issues
• Experience with servers such as Linux and Windows is a plus
• Automotive R&D knowledge is a plus
• Hands‑on experience on IT networking and scripting is a plus

• Act with integrity and professionalism
• Excellent verbal and written communication skills
• Excellent interpersonal, negotiation, and conflict resolution skills
• Excellent organizational skills and attention to detail
• Ability to prioritize tasks and delegate them when appropriate
• Problem solving/analysis skills
• Proficient with Microsoft Office Suite
• Good team player
• Proficiency in document management

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This is a full‑time position. The schedule is 8:00am–5:00pm or 11:00am–8:00pm (Monday–Friday), with flex time or overtime as needed. Scheduled weekend work will also be required from time to time to meet business needs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; stoop; walk; use hands to finger, handle or feel; and reach with hands and arms.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.