Technical Support Dispatcher
德乐生软件开发（北京）有限公司
- 公司行业：计算机软件
职位信息
- 发布日期：2013-10-14
- 工作地点：北京-朝阳区
- 招聘人数：1
- 语言要求：英语熟练
- 职位类别：技术支持/维护工程师 Helpdesk 技术支持
职位描述
Technical Support Dispatcher
Job Summary:
Dispatch all tickets to support engineering. Ensures all tickets are accepted, handled and closed within target SLA's. Coordinated scheduled video conference, VIP support, telephone, vendor onsite support, and trouble service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met. Directs walk in user handling and receipt of inwards goods. Preparation and analysis of daily and monthly reports.
Responsibilities:
? Create trouble tickets
? Monitor and Dispatch tickets to support engineer
? Dispatch VIP requests to support engineer
? Answer telephone calls and direct walk in user support to engineering
? Schedule and coordination of vendor support
? Book meeting rooms for Video Conference
? Compile daily ticket status reports
? Escalation of problem tickets to meet SLA targets
? Ticket QA assessment
? Receipt of inwards goods
? Monthly ticket reports
? Ensure the quality of solutions and meet SLA targets
? Ensure customer satisfaction
? Perform miscellaneous job-related duties as assigned by the IT Manager
Skill Requirements:
? Customer Support, dispatching experience is preferred
? Knowledge of Windows OS and MS applications (Windows XP/7, MS Office)
? Documentation Skills, Data Entry Skills, Telephone Skills, Reporting Skills
Personal Requirements:
? University Graduate in Computer Science or related discipline is preferable
? Strong communication skills in English, written, listening & spoken
? Strong organizational, priority and time management skills with ability to multitask
? Ability to work well in multi-cultural environment
? Highly motivated, sense of responsibility, self-discipline & willing to learn
Job Summary:
Dispatch all tickets to support engineering. Ensures all tickets are accepted, handled and closed within target SLA's. Coordinated scheduled video conference, VIP support, telephone, vendor onsite support, and trouble service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met. Directs walk in user handling and receipt of inwards goods. Preparation and analysis of daily and monthly reports.
Responsibilities:
? Create trouble tickets
? Monitor and Dispatch tickets to support engineer
? Dispatch VIP requests to support engineer
? Answer telephone calls and direct walk in user support to engineering
? Schedule and coordination of vendor support
? Book meeting rooms for Video Conference
? Compile daily ticket status reports
? Escalation of problem tickets to meet SLA targets
? Ticket QA assessment
? Receipt of inwards goods
? Monthly ticket reports
? Ensure the quality of solutions and meet SLA targets
? Ensure customer satisfaction
? Perform miscellaneous job-related duties as assigned by the IT Manager
Skill Requirements:
? Customer Support, dispatching experience is preferred
? Knowledge of Windows OS and MS applications (Windows XP/7, MS Office)
? Documentation Skills, Data Entry Skills, Telephone Skills, Reporting Skills
Personal Requirements:
? University Graduate in Computer Science or related discipline is preferable
? Strong communication skills in English, written, listening & spoken
? Strong organizational, priority and time management skills with ability to multitask
? Ability to work well in multi-cultural environment
? Highly motivated, sense of responsibility, self-discipline & willing to learn
公司介绍
德乐生软件开发（北京）有限公司诚聘