Troubleshooting Agent

2 days ago

Kuala Lumpur, Malaysia Cognizant Full time

**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 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 **Requirements**: - 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 **About Cognizant**: Job ID 44513

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