Help Desk Support/ヘルプデスク・サポート5million and above

Responsibilities 

For business companies

• Telephone support for inquiries regarding system (hardware, software, network) usage and malfunctions　
• Unmanned service using AI chatbots
• Actively disseminating information using tools (disseminating useful functions, publishing FAQs, providing emergency information, etc.)
• Evaluation through questionnaire survey (requests, issues, expectations) Information gathering and planning/implementation of improvement measures
• In the case of outsourcers

Setting productivity indicators (KPIs, SLOs), performance analysis, and improvement instructions

• Analyzing incidents, considering solutions, and issuing instructions for implementing measures
• Negotiating and reviewing the contents of the outsourcing contract, and concluding the contract
• Within the company/group

Gathering information on new systems and changes

• Escalation when outsourcers are unable to respond or when there are multiple inquiries regarding defects
• Feedback of survey results, planning and implementation of improvement measures, and progress management
• others

Planning, construction and operation of call center systems such as generative AI chatbots/voicebots/CRM/PBX/sentiment analysis
Planning, construction and operation of store equipment procurement systems

Responsibilities: 

For business companies

• Telephone support service for inquiries about system usage and malfunctions (hardware, software, network)　
• Unmanned response service using AI chatbot
• Active information dissemination using tools (dissemination of useful functions, FAQ publication, emergency information provision, etc.)
• Evaluation (requests, issues, expectations) information collection through questionnaire surveys and improvement measures planning and execution

For outsourcers:

• Setting productivity indicators (KPIs and SLOs) and performance analysis; Instructions for improvement
• Incident analysis and discussion of solutions; Instructions for implementing measures
• Negotiations and review of outsourcing contract contents and contract conclusion

Within the company and within the group

• Collecting information on new systems or changes
• Escalating when outsourcers are unable to respond or when there are multiple inquiries about defects
• Feedback on survey results and planning and requesting implementation of improvement measures and managing progress

Others

• Planning, building and operating call center systems such as generative AI chatbots/voicebots/CRM/PBX/emotion analysis
• Planning, building and operating store equipment procurement systems

Qualifications 

• People with knowledge and interest in the introduction and operation of the latest call center technologies and services
• Experience in project planning, execution, and operation
• Emphasis on teamwork and have communication skills to work cooperatively to accomplish tasks.
• Those who have general information analysis skills and can develop logical reasoning

Preferred Qualifications

• Project manager experience
• System engineer experience
• Call center manager experience

Japanese ability: Native level Japanese, business level English
 

Qualifications: 

• Have knowledge and interest in the introduction and operation of the latest call center technologies and services
• Have practical experience in project planning, execution, and operation.
• Emphasis on teamwork and have acquired communication skills to cooperate in the execution of work.
• Have general information analysis skills and can develop logical reasoning

Preferred Qualification:

• Experience as a project manager
• Experience as a systems engineer
• Experience as a call center manager

Japanese Languages ​​:Native level japanese required and business level english