Help Desk Manager

DIRECT HIRING!

Qualifications:
Certified JLPT Level N1 - N2
Bachelor's degree graduate of any 4-5 year course
With at least experience in people management: able to handle more than 5 team members
Well-versed in communicating with Japanese clients
With extensive experience in project management

Responsibilities:
Leading and overseeing the Help Desk technical team.
Manages, evaluates, and tracks team's performance.
Handles inquiries/incident reports coming from clients in both English and Japanese via phone, email, chat, etc. following existing processes and guidelines.
Translates inquiries from Japanese to English and vice versa, and escalates as needed
Checks weekly and monthly help desk performance reports created by Help desk members and provides guidance.
Well-versed in communicating with Japanese clients and other Department Managers.
Extracts and analyzes relevant data and initiates process improvements in problem areas.
Attend daily, weekly, and monthly meetings (as needed).
Other duties as may be determined from time to time within the general scope of the post