Troubleshooting Agent (Community Manager) – JP Speaker

Cognizant Technology Solutions Corporation; Kuala Lumpur; On-site; MYR 30,000 - 48,000; Full time

Job summary

Cognizant is seeking a Troubleshooting Agent (Community Manager) with Japanese language proficiency to grow and support a dynamic international community. You will recruit and engage experts, share product information, and help plan events while ensuring top quality localization across local channels.

You will troubleshoot escalations, monitor trends, and provide insights to improve the user experience. Strong English skills and a proactive, analytical mindset are essential.

Qualifications

• Bilingual with excellent level in Japanese and English.
• Experience in website/online content creation/management.
• Strong analytical and structured problem-solving capabilities.
• Experience in Internet Industry, SEO, Developer Relations, or Web Development.
• Familiarity with Google Ads and Analytics.

Responsibilities

• Build relationships with community contributors to provide a delightful self-help experience and scalable support.
• Manage International Community in Japanese language: recruit experts, engage with them, manage statuses, share comms and product info, help plan events.
• Check localization quality of webmaster content for local channels (e.g., Blogger, Twitter).
• Develop technical expertise and serve as a credible ambassador to the IC.
• Troubleshoot escalations and issues qualifying for direct support.
• Monitor communities to identify trending issues for direct support.
• Identify top user issues and communicate insights to regional PSM.
• Perform user feedback deep dives on market/language (Japanese) upon request.
• Be accountable for individual performance and suggest team improvements.
• Collaborate with team members to meet client goals and handle assigned tasks.

Skills

Japanese language

English language

Content management

Analytics

SEO

Customer support

Communication

Teamwork

Problem solving

Web content creation

Internet industry

Education

Bachelor's degree

Job description

Troubleshooting Agent (Community Manager) – JP Speaker

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 candidates will 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-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 fastpaced working environment
• 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 clien