Internal Helpdesk Operation Staff

Job ID 17857
Job Type
年収:500万円 - 700万円(ご経験に基づく)
Japanese Level
Advanced (JLPT Level 1)
English Level
Advanced (TOEIC 860)
Start Date
Job Type
年収:500万円 - 700万円(ご経験に基づく)
Japanese Level
Advanced (JLPT Level 1)
English Level
Advanced (TOEIC 860)
Start Date



One of the leading e-commerce companies in the world. Their mission is to empower people and society through the internet while aiming at becoming the “Global Innovation Company”.


As a member of the internal helpdesk group, you will provide helpdesk services to multiple locations and staff from diverse nationalities.

You will help improve the service of the internal helpdesk while working with the service owners.

Through improving the productivity and quality of helpdesk services we provide; you will contribute to improving the productivity of our group employees and expanding the company's business.



ANSWERS provides three avenues for support:

- FAQs for self-resolution

- Support via chat, phone and ticketing system

- Face to face counter support


They are currently looking for a new member to join our Counter operations team, which oversees the running and KAIZEN of the support counters Japan.

The position not only runs the operations of ANSWERS counters in Japan, but coordinates with support staff in various countries in order to provide the best possible support services for our users throughout the world.

Your ability to take a holistic view of our services, combined with strong data analysis and superior communication skills would make you a good fit for this position.








- ANSWERSを活用した、3つのサポート手段の提供

- 自己解決のためのFAQ

- チャット、電話、発券システムによるサポート

- 対面式カウンターサポート






【会社概要 | Company Details】

Our client is a large global Internet service company that has enjoyed sustained growth as they continue to expand their business in various new areas and industries. This is a great opportunity to work in a diverse and international environment in Japan. Our client actively strives to be an equal opportunity employer, and they have many female and foreign nationals in upper management positions. Their brand has also gained global recognition as they sponsor some of the world's most famous sports teams. Our client prides themselves in providing a comfortable working environment for their employees. Engineers are welcome to choose their own setup (Windows/Mac, etc.); whatever makes them comfortable! Free meals are also provided at the company cafeteria. Their chefs work to create exciting new menus and dishes, so employees never get tired of the food!
【就業時間 | Working Hours】
9:00 - 17:30(Mon - Fri)
【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
【待遇・福利厚生 | Services / Benefits】
各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、 屋内原則禁煙(屋外に喫煙所あり)、 通勤交通費支給等
Social insurance, No smoking indoors allowed (Designated smoking area), Commutation Fee covered up to 20,000 JPY per month, Free breakfast, lunch and dinner, Casual clothes is acceptable

Required Skills

- 3+ years' experience in an IT support center (NW, SW, Network, etc.)

- 2+ years contact center operation experience (Center Manager, Supervisor, Team Leader, QA, Knowledge Manager, etc.)


- ITサポートセンターでの経験3年以上(NW、SW、ネットワーク等)

- 2年以上のコンタクトセンター運営経験(センター長、スーパーバイザー、チームリーダー、QA、ナレッジマネージャー等)

Preferred Skills

- Experience in operating a contact center with multiple locations (including overseas)

- COPC-2000 CX or VMO Registration Coordinator

- HDI international accredited standard SCTL or SCM certificate holder

- ITIL Foundation certificate holder

- Work Experience at COPC-2000 Certification Center

- Work experience at the HDI International Certification Acquisition Center

- Work experience at HDI rating three-star center

- Face-to-face support experience


- 複数拠点(海外含む)のコンタクトセンター運営経験

- COPC-2000 CXまたはVMO登録コーディネータ

- HDI国際認定規格SCTLまたはSCMの資格保有者

- ITILファンデーション資格保有者

- COPC-2000認証センターでの実務経験

- HDI国際認証取得センターでの実務経験

- HDI格付け三つ星センターでの実務経験

- 対面サポート経験