Bilingual Support Specialist (JP/EN) - Lead Backup

GlobalLogic; Athlone; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Health plan

Private healthcare

Gym discount

Pension scheme

Bonuses

Volunteer day

Social events

Job summary

GlobalLogic in Ireland (Athlone) is seeking a multilingual support professional focused on Japanese and English, handling complex cases and coordinating cross-functional teams to ensure service excellence.

The role includes leading peers, backing Lead responsibilities, and managing project and vendor communications, with a hybrid work model and opportunities to develop skills within a supportive culture.

Qualifications

• Must be fluent in English and Japanese with strong written and verbal communication.
• Experience leading teams or mentoring peers in a support environment.
• Skilled at stakeholder management and cross-functional collaboration.
• Familiarity with standard support policies and escalation procedures.

Responsibilities

• Investigate and action support email cases in both Japanese and English, ensuring timely and accurate resolution.
• Manage business queries in strict accordance with established company policies and guidelines.
• Execute case transfers to appropriate specialized teams based on defined Transfer Rules.
• Perform additional tasks as required to support team objectives.
• Escalate technical and procedural issues via approved channel or by informing the Team Lead.
• Conduct peer reviews for team members to maintain high service standards.
• Acting as the primary point of contact for project and vendor managers.
• Communicating daily task prioritizations and project updates to the team.
• Consolidating productivity data for weekly management reports.
• Coordinating PTO requests and clarifying training guidelines with relevant stakeholders.

Skills

English & Japanese proficiency

Team leadership

Stakeholder management

Communication skills

Education

Bachelor’s degree or equivalent

Job description

GlobalLogic in Ireland (Athlone) is seeking a multilingual support professional focused on Japanese and English, handling complex cases and coordinating cross-functional teams to ensure service excellence.

The role includes leading peers, backing Lead responsibilities, and managing project and vendor communications, with a hybrid work model and opportunities to develop skills within a supportive culture.