Helpdesk Manager - 3 Years Experience

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