Service Desk Team Lead Position
9 hours ago
We are seeking a highly skilled Service Desk Manager to join our Global Support Operations Team at Cobden & Carter International.
About the RoleThis is a customer-facing position, which requires excellent communication and problem-solving skills. As the first point of contact for customers via email, phone, or portal, you will be responsible for creating cases for technical support or maintenance.
The primary goal is to provide a resolution and pass it on to the relevant support teams for further investigation and action.
Main Responsibilities- First Point of Contact: Answer customer calls and emails coming to the Service Desk in a timely and professional manner.
- Case Creation: Create valid cases with the understanding of information provided by the customer, prioritizing tasks accordingly.
- Case Management: Proactively pass cases to the relevant Case Manager/Senior Case Manager and process supplier and/or customer maintenance communications.
- Event Notification: Validate event notifications and redirect cases to relevant teams.
- Education: Bachelor's Degree in Computer Engineering/Science, Information Technology, Electronics and Communications Engineering, or equivalent.
- Experience: 3+ years of experience in a customer-facing role, preferably in a Telecom company.
- Language Skills: Fluency in Japanese (JLPT N1) and English.
- Soft Skills: Ability to multitask and balance workload efficiently, working knowledge of networking technologies and concepts (LAN/WAN).
This is a hybrid role, requiring attendance 3-4 times a week. The schedule may shift depending on operational needs.
Please note that by applying, you consent to collect, store, and/or process personal and/or sensitive information for recruitment and employment purposes.
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