北京招聘

General Summary:
The Customer Support Analyst is primarily responsible for providing the first level of technical support for products and services. This position will work with customers to assist with trouble shooting and problem resolution.
Principal Duties and Responsibilities:

• Analyze customer's problems and issues, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
• Track customer reported problems following ticketing procedures.
• Effectively work with NOC, and 2nd level support groups as needed for ticket resolution.
• Ensure timely follow up and resolution of customer requests following established severity level guidelines.
• Achieve group objective of resolving 50% of all customer request with any additional handoffs.
• Maintain ongoing communication with internal departments(i.e.- Sales, Marketing, Product Support) to ensure customer satisfaction.
• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades
• Ensure individual/departmental objectives are met.
• Effectively support customer notification process.
• Complete various administrative activities(e.g. time reporting, email, vmx...)

Job Requirements:

• BA/BS Degree or equivalent work experience.
• PC experience in a Windows operating environment with strong typing ability.
• Excellent interpersonal, verbal and written communications.
• Demonstrated problem-solving ability.
• Ability to prioritize and handle multiple tasks simultaneously.
• Ability to work with minimal supervision. In some cases, such as off peak hours, weekends and holidays, ability to work unsupervised.
• Ability to proactively anticipate customer needs and make recommendations to meet those needs.
• Demonstrated success in a customer service and team-oriented environment preferred.
• Must speak fluent English with 1 of the following languages an advantage (Spanish, Portuguese, Japanese)
• Minimum of 2 years' experience in the Wireless Communications or telecommunication industry preferred.

自通讯行业开始以来，Syniverse一直是移动先锋。 今天我们连接近200个国家和地区的约1500家移动运营商、企业、服务供应商和互联网应用服务商，赋能快速发展的网络、设备及应用之间无缝的移动通信。我们提供基于云端的创新解决方案，通过随时在线的服务和实时的参与来提高终端用户的体验。30余年来，Syniverse化繁为简，传递移动沟通的承诺 – 一种简单、交互性强的体验，无论何时、何地。