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Job ID : 1406112 Date Updated : February 23rd, 2024
Great work-life balance, career opps!

Helpdesk Team Leader Exclusive job

Hiring Company systemsGo Corporation
Location Tokyo - 23 Wards
Job Type Permanent Full-time
Salary 5 million yen ~ Negotiable, based on experience

Work Style

Remote Work and WFH Casual Clothing Side Business Ok Minimal Overtime Flex Time

Job Description

Responsibilities:

• Oversee the day-to-day operations of the Technical Support Team

• Act as a senior agent who will drive customer satisfaction through customer support

• Provide direct supervision of the technical support engineers

• Act as a mentor and provide oversight, coaching, and training to team members

• Be the point of contact when it comes to technical escalations

• Record and track team SLAs and workflows

• Clearly communicate issues to SDM as needed, be able to be a communication bridge between the clients and sG management team

• Manage and report on all incoming technical support inquiries

• On-board all new team members

• Assist in the creation of the team KPIs as well as monitor and report on results

• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

• Work to create any relevant support material for the team

• Implement any necessary preventive measures to reduce customer faults and issues

• Review all technical support related processes and documentation for continuous improvement

• Assist in the creation and implementation of customer self-service material and tools

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level (Amount Used: English usage about 50%)
Minimum Japanese Level Business Level
Minimum Education Level Technical/Vocational College
Visa Status Permission to work in Japan required

Required Skills

Knowledge,Skills & Abilities Required:

• Excellent communicator, both oral and written

• Strong problem solving and communication skills between sG and clients

• Love being the first line of support and troubleshooting issues

• Strong analytical skills to investigate and resolve customer support tickets

• Able to multi-task efficiently under time pressure

• Previous experience in managing customer focused teams

• Proven experience in managing a service and support focused team culture

• 3-5 Years experience in a Technical Support role

 

Location

Azabudai, Minato-ku, Tokyo (Please check if the location convenience for you before apply, also you can see other opening IT Engineer positions we are posting )

To apply, please contact: Daria.Tang@systemsgo.asia

Job Location

  • Tokyo - 23 Wards

Work Conditions

Job Type Permanent Full-time
Salary 5 million yen ~ Negotiable, based on experience
Work Hours Mon-Fri 9am-6pm
Holidays Starts at 13 days/yr paid leave, increases each year until 22/yr
Job Division Technology Support
Industry IT Consulting

Job Category

  • IT, Web and Communication > Technical Support
  • IT, Web and Communication > Network Engineer
  • IT, Web and Communication > Other (IT, Web and Communication)
  • IT, Web and Communication > Business Analyst
  • IT, Web and Communication > Project Manager

Company Details

Company Type Small/Medium Company (300 employees or less) - International Company
Non-Japanese Ratio About half Japanese