Service Desk Manager

Summary:

We are hiring a Service Desk/Case Management Japanese Bilingual Support for a global SD-WAN and Cloud Connectivity Service Provider. This is a customer-facing role, which is a part of the Global Support Operations Team. You will be the first point of contact for customers via email, phone, or portal and will be tasked to create cases for technical support or maintenance. The aim is to provide a resolution and pass it on to the relevant support teams for further investigation and action.

Responsibilities:

• First point of contact to answer customer calls, and emails coming to the Service Desk
• Connect and follow up with customers and/or internally to fetch customer order information to create a valid case
• Creating a valid case/ticket (as per priority) with the understanding of the information provided by the customer
• Reading the automatically created cases via the Portal and proactively passing them to the relevant Case Manager / Senior Case Manager
• Process and take action on the Supplier and/or Customer Maintenance communications
• Check and validate the event notifications and redirect Cases to relevant teams

Qualifications:

• Bachelors Degree in Computer Engineering/Science, Information Technology, Electronics and Communications Engineering or equivalent
• 3+ years of experience in a customer-facing role, preferably in a Telecom company
• Must be Fluent in Japanese (JLPT N1) and English
• Ability to multitask and balance workload efficiently
• Working knowledge of networking technologies and concepts (LAN/WAN)

Work Setup: Hybrid, 3-4 times/week

Schedule: Shifting (may change depending on operational needs)

Location: Taguig City

By applying, you give consent to collect, store, and/or process personal and/or sensitive information for recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.