Troubleshooting Agent (Community Manager) – JP Speaker

Cognizant; Ampang Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Cognizant Technology Solutions Corporation seeks a dynamic Community Specialist to drive regional engagement in Japan, manage expert communities, and ensure quality localization across local channels. You will collaborate with cross-functional teams to optimize content and user experience for the Japanese market.

The role requires bilingual Japanese-English, content management experience, and strong analytical skills.

Qualifications

• Graduation in any discipline; newly graduated candidates will also be considered.
• Bilingual with excellent level in Japanese and strong English.
• Experience in website/online content creation/management.
• Strong analytical and structured problem-solving capabilities.
• Experience in Internet industry, SEO, developer relations, technical communications or web development.
• Understanding of Google Ads and Analytics.

Responsibilities

• Build relationships with community contributors via social media and communities to deliver self-help support.
• Manage International Community in Japanese language; recruit experts and engage with them.
• Check localization quality of webmaster content on local channels.
• Develop technical expertise and represent the IC credibly.
• Troubleshoot and resolve escalations from community experts.

Skills

Bilingual Japanese

English proficiency

Content creation

Analytical thinking

Team collaboration

Problem solving

Adaptability

Education

Graduation in any discipline

Tools

Google Ads

Google Analytics

CMS (Content Management System)

Job description

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 Japanese 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 IC
• 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/languageupon request - Japanese.
• 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 candidateswill also be considered.
• Bilingual with excellent level on the market support language (Japanese)
• Good command in English language
• Relevant experience in website/online content creation/management
• Exceptional analytical and structured problem-solvingcapabilities
• Experience in one or more of the following areas: Internet Industry, Search Engine Optimization (SEO),
  Developer Relations, Technical Communications and/orWeb Development
• Google Ads and Analytics understanding and experience
• Strong experience in analyzing, troubleshooting, andresolving user-reported issues
• Enthusiastic & self motivated with “Can do!” attitude
• Excellent communication skills (both verbal & written)
• Flexibility and adaptability to a changing and fastpaced working environment
• Ability to interpret and assimilate information
• Proactive and well organized with a track record ofsuccess in a team environment
• Good understanding on working with targets and meeting/exceedingclien