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- 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
- 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
Troubleshooting Agent - Kuala Lumpur, Malaysia - Cognizant Technology Solutions
Description
Responsibilities:
Requirements: