Troubleshooting Agent (Community Manager) - Japanese Speaker

at  Cognizant

Responsibilities:

• Through community and social media, build relationships with community contributors to provide a delightful self-help experience and support that scales
• Manage International Community in designated language, including: recruiting new experts, regularly
• engaging with current experts, managing experts’ statuses, share appropriate comms and product info, help preparing annual events for community experts
• Checking quality of localization of webmaster content to be published on relevant local channels (Blogger, Twitter)
• Develop technical expertise, and be a genuine, credible, and utterly charming ambassador to the ICS community
• Troubleshoot community experts’ escalations and issues qualifying for direct support.
• Proactively monitor communities to identify trending issues or threads suitable for direct support.
• Identify top user issues and relevant insights for your market and communicate those to the regional PSM.
• Perform user feedback deep dive on specific market/language upon request.
• Be accountable for individual performance
• Be involved and offer suggestions on possible future team improvements
• Work closely with the other team members to meet client goals
• Responsible for other activities assigned by the direct Manager

Requirements:

• Graduation in any discipline; newly graduated candidates will also be considered.
• Bilingual with excellent level on the market support language (Native Japanese speaker)
• Good command in English language, preferable Business English C1 level
• Relevant experience in website/online content creation/management
• Exceptional analytical and structured problem-solving capabilities
• Experience in one or more of the following areas: Internet Industry, Search Engine Optimization (SEO), Developer Relations, Technical Communications and/or Web Development
• Google Ads and Analytics understanding and experience
• Strong experience in analyzing, troubleshooting, and resolving user-reported issues
• Enthusiastic & self motivated with “Can do!” attitude
• Excellent communication skills (both verbal & written)
• Flexibility and adaptability to a changing and fast paced working environment
• Long-term engagement (minimum 1 year)
• Ability to interpret and assimilate information
• Proactive and well organized with a track record of success in a team environment
• Good understanding on working with targets and meeting/exceeding client

• Through community and social media, build relationships with community contributors to provide a delightful self-help experience and support that scales
• Manage International Community in designated language, including: recruiting new experts, regularly
• engaging with current experts, managing experts’ statuses, share appropriate comms and product info, help preparing annual events for community experts
• Checking quality of localization of webmaster content to be published on relevant local channels (Blogger, Twitter)
• Develop technical expertise, and be a genuine, credible, and utterly charming ambassador to the ICS community
• Troubleshoot community experts’ escalations and issues qualifying for direct support.
• Proactively monitor communities to identify trending issues or threads suitable for direct support.
• Identify top user issues and relevant insights for your market and communicate those to the regional PSM.
• Perform user feedback deep dive on specific market/language upon request.
• Be accountable for individual performance
• Be involved and offer suggestions on possible future team improvements
• Work closely with the other team members to meet client goals
• Responsible for other activities assigned by the direct Manage