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Updated 2020-02-28
Activated 2020-02-18

Service Desk Team Manager (Billing)

  • ★★★★ Manager Level
  • Women Welcome
  • Listed Public Company
  • No Age Restriction
Company Name
Employer

EPAM Systems Japan G.K./EPAM Systems Japan 合同会社

Job Type
EPAM Systems Japan G.K./EPAM Systems Japan 合同会社
IT (PC, Web, Unix) - Project Manager
IT (Other) - IT Help Desk
IT (Other) - Customer Support Engineer
Industry Telecommunications/Information Services
Location Asia Japan Tokyo Minato

Job Description EPAM Systems provides 24 / 7 support service for users of a major Cloud platform. Support team is distributed between multiple locations. We are hiring Cloud professionals to extend our multi-language Cloud Support team, based in Tokyo, Japan.

You would have the opportunity to:
Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner
Take ownership of support issues, engaging other internal / external expertise as required
Effectively resolve escalations and have excellent customer communication skills
Monitor tickets for quality management and adherence with defined service level agreements
Conduct career development, planning and performance of team
Develop the team’s leadership capabilities
Manage and review the performance of personnel
Conduct 1:1 meeting with team members to solicit feedback on process inefficiencies or team-related issues
Manage team work schedules, conduct staff meetings, and maintain team process documentation
Ensure team compliance with all policies, procedures and company regulations
Establish and influence operating policies
Develop standards around which others will operate
Independently determine approach to managing teams and daily operations
Company Info Established in 1993, EPAM Systems, Inc. (NYSE: EPAM) is recognized as a leader in software product development by independent research agencies. Headquartered in the United States, EPAM employs over 35,000+ IT professionals and serves clients worldwide utilizing its award-winning Central, Eastern European global delivery platform, and its locations in 25 countries across 4 continents. Last year EPAM was recognized as the 2018 Google Cloud North American Breakthrough Partner of the Year.

We value individuality and we are highly interested in motivated people with desire to grow, as we do not believe in micro-management. We look and strive for excellence and we are interested in individuals who want to grow, develop, innovate and learn.
Job
Requirements
You are required to have:
Business level English skills for both verbal and written one (English level B2+ or higher)
Native level of Japanese

7+ years’ at least in Financial Services Customer Support related type of work
3+ years of experience with resource and team management
Basic understanding of Cloud technology
Familiarity with case prioritization, SLA compliance, and quality assurance processes
Ability to manage up to 10 resources team, setting the career paths and self-development targets
Proven experience managing customer, escalations, contracts, rotation, etc
Excellent ability to build a strong team environment
Able to coach and mentor others on understanding the customer and identifying specific needs
Supervise and assist support engineers to ensure they respond to inbound calls and tickets in an efficient and timely manner
Experience managing human factors
Manages constant changes and effectively deploy new services

It would be nice if you have:
Business level of Mandarin
Experience working in environments that include support of Cloud Providers (Google, AWS, Azure, etc.)
Deep understanding of Service Desk documentation design standards
ITIL or PMP certifications (Service Operations, Service Transition, Service Operations, CSI)
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary Depends on experience   
Other Salary
Description
Friendly team and enjoyable working environment
Work-life balance and flexible schedule
Online training library, mentoring, career development and potential partial grant of certification
Unlimited access to LinkedIn learning solutions
Referral bonuses
Compensation for sick leave and paid time off
Opportunities for self-realization
Holidays Paid Holidays
Child-care Leave
Job Contract
Period
Full time
Nearest Station 5 minutes walk from Daimon station/Ominarimon station, 8 minutes walk from Hamamatsucho station.
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EPAM Systems Japan G.K./EPAM Systems Japan 合同会社

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