北京招聘

职位描述：
The Contact Center Tools & Technology specialist works in our Travel Operations office in China and is responsible to ensure smooth delivery of information systems across a global network of multi-channel contact centers.

Successful candidate will have experience working with modern Contact center infrastructure , excellent system troubleshooting skills, a service-oriented mindset, the ability to communicate effectively in English and is highly independent in their daily job.

As part of the Customer Experience Group technical team, this role occasionally involves carrying out maintenance tasks outside core hours to ensure business continuity , as well as occasional travels to Contact Centers sites abroad.

RESPONSIBILITIES

Providing technical support to agents, either in person or remotely
Monitoring core routing systems, propose improvements (within or without existing platform) interface with vendors & internal partners for system support and functional development.
Managing business continuity plans for the Contact Centre team (planning, provisioning and testing)
Managing operational questions and issues with key vendors/internal partners (equipment break/fix, voice quality problems, interaction flows routing, etc).
Development and support of internal and external tools

 QUALIFICATIONS

One or more years of experience with Contact Center / work optimization platforms (Avaya knowledge is preferred )
Practical IT troubleshooting and optimization experience (windows and/or linux systems)
A few years of experience supporting typical office applications (Sharepoint, desktop suites, small websites, etc. etc.).
Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
Customer service mindset
Ability to work well with others
Excellent verbal and written communication skills in English.
Project management
Positive & open attitude, desire to succeed and grow in the role. 举报 分享

Agoda.com is a leading Asia-based, online travel accommodation company that specializes in securing the best accommodations at the lowest prices for travelers. Agoda.com is part of Booking Holdings, Inc. (Nasdaq:BKNG). Agoda.com’s network includes more than 1,000,000 accommodations worldwide. The multinational staff of nearly 4,000 professionals, located throughout the world, provides a first-rate reservation service in 45 languages that uniquely combines local knowledge and local connections to provide the best deals to both business and leisure travelers.

Website: https://careersatagoda.com/