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 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/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