Troubleshooting Agent (Community Manager) – JP Speaker

Cognizant; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

Cognizant Technology Solutions Corporation in Malaysia is seeking a bilingual community professional to manage the International Community in Japanese, recruit experts, engage with current contributors, and help prepare annual events.

You will oversee localization quality for local channels, develop technical credibility as a trusted ambassador, troubleshoot escalations, monitor trending issues, and collaborate with the team to meet client goals.

Qualifications

• Bilingual with excellent level in Japanese and good English.
• Experience in website/online content creation/management.
• Strong analytical and structured problem-solving capabilities.
• Experience in Internet industry, SEO, Developer Relations, Technical Communications and/or Web Development.
• Google Ads and Analytics understanding and experience.
• Strong troubleshooting skills for user-reported issues.
• Enthusiastic, self-motivated with a Can do attitude.
• Excellent communication skills (verbal & written).
• Flexibility and adaptability to a changing and fast-paced environment.
• Ability to meet targets and exceed client expectations.

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, regular engagement with current experts, managing experts’ statuses, share appropriate comms and product info, help preparing annual events for community experts.
• Check quality of localization of webmaster content to be published on relevant local channels (Blogger, Twitter).
• Develop technical expertise, and be a genuine, credible 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/language (Japanese) 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.

Skills

Bilingual Japanese

Strong English

Content creation/management

Analytical problem-solving

Communication skills

Adaptability

Team collaboration

Education

Graduation in any discipline

Tools

Google Ads

Google Analytics

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