日语&英语一线技术支持
大连经世商务咨询有限公司
- 公司规模：少于50人
- 公司性质：民营公司
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2014-07-15
- 工作地点：北京
- 招聘人数：2
- 语言要求：英语熟练
日语精通 - 职位月薪：面议
- 职位类别：Helpdesk 技术支持
职位描述
Major Responsibilities
The Customer HUB Agent acts as the first point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, each representative is responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer and also providing any necessary technical translations with Engineers as needed.
The agent is in place to provide first level quality customer service, resulting in 100% customer satisfaction the 'very first time around'. Responsibilities mainly include answering incoming calls and emails from Enterprise (business-to-business) customers, quickly establishing customer requirements and thereby advising the customer on the best solution to their issue.
Each representative takes responsibility towards specific language queues and adheres to defined service level agreements. Where appropriate, customers are routed to the relevant departments. A strong focus lies on filtering incoming calls to Enterprise Technical Support, depending on the customer's technical support entitlement.
This also includes selling support when appropriate. In association with our sister Technical Services Centers,A wide range of procedural questions for internal and external customers are answered directly by the team, proactively following up on customer cases in order to ascertain customer satisfaction and exceeding customers' expectations. Doing so, the team adheres to process documentation to ensure consistency and quality. All representatives proactively share knowledge and disseminate information to team members on a local and global basis. They constantly use customer feedback to assist in improving Symantec products and procedures, as well as the team's services and work processes.
Position Requirements and Education
? Language speakers with the ability to speak and write and speak fluent Japanese is a mandatory requirement for this position.
? Ability to speak and communicate in English is a definite Plus
? Excellent communication skills, in particular excellent telephone manner and excellent business writing skills. Proficient in the use of MS Office, Internet and web based functions.
? Prior experience of having worked with Japanese customers in highly desirable and will be given strong preference.
? Fresh graduates with strong Japanese language skills and some technical background will be considered
Qualification :
? Frequency in Japanese, both verbal and written communication skills (1st grade of Japanese Language Proficiency Test is preferred) is mandatory required.
? Strong telephone presence
? Excellent customer service skills and a team focus.
? Understanding of Microsoft Windows environments is desired.
? Over one year of technical support experience is highly desired. Any exposure or experience of having worked with Japanese customer is highly desirable
? Good written and communication skill in English. (CET 4th grade and above is preferred).
Critical Success Factors :
? Responsible for handling inbound interactions from enterprise customers.
? Perform limited, initial triage of customer cases with documented solutions and/or workarounds.
? Translation services to support ESS
? Deflect non-technical customer issues to support GRID operational efficiencies.
? Identify self-service documentation gaps.
? Participation in limited project work as delegated.
The Customer HUB Agent acts as the first point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, each representative is responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer and also providing any necessary technical translations with Engineers as needed.
The agent is in place to provide first level quality customer service, resulting in 100% customer satisfaction the 'very first time around'. Responsibilities mainly include answering incoming calls and emails from Enterprise (business-to-business) customers, quickly establishing customer requirements and thereby advising the customer on the best solution to their issue.
Each representative takes responsibility towards specific language queues and adheres to defined service level agreements. Where appropriate, customers are routed to the relevant departments. A strong focus lies on filtering incoming calls to Enterprise Technical Support, depending on the customer's technical support entitlement.
This also includes selling support when appropriate. In association with our sister Technical Services Centers,A wide range of procedural questions for internal and external customers are answered directly by the team, proactively following up on customer cases in order to ascertain customer satisfaction and exceeding customers' expectations. Doing so, the team adheres to process documentation to ensure consistency and quality. All representatives proactively share knowledge and disseminate information to team members on a local and global basis. They constantly use customer feedback to assist in improving Symantec products and procedures, as well as the team's services and work processes.
Position Requirements and Education
? Language speakers with the ability to speak and write and speak fluent Japanese is a mandatory requirement for this position.
? Ability to speak and communicate in English is a definite Plus
? Excellent communication skills, in particular excellent telephone manner and excellent business writing skills. Proficient in the use of MS Office, Internet and web based functions.
? Prior experience of having worked with Japanese customers in highly desirable and will be given strong preference.
? Fresh graduates with strong Japanese language skills and some technical background will be considered
Qualification :
? Frequency in Japanese, both verbal and written communication skills (1st grade of Japanese Language Proficiency Test is preferred) is mandatory required.
? Strong telephone presence
? Excellent customer service skills and a team focus.
? Understanding of Microsoft Windows environments is desired.
? Over one year of technical support experience is highly desired. Any exposure or experience of having worked with Japanese customer is highly desirable
? Good written and communication skill in English. (CET 4th grade and above is preferred).
Critical Success Factors :
? Responsible for handling inbound interactions from enterprise customers.
? Perform limited, initial triage of customer cases with documented solutions and/or workarounds.
? Translation services to support ESS
? Deflect non-technical customer issues to support GRID operational efficiencies.
? Identify self-service documentation gaps.
? Participation in limited project work as delegated.
公司介绍
经世商务咨询有限公司是一个综合性的企业，目前从事电子商务、企业管理、人事派遣、IT技术等工作。由多年留日归来管理经验丰富的人员经营。公司领导以“团结，务实，协作，创新”的经营理念管理，在职员工做到守诚信服务社会！我们坚信“您的实力与支持就是我们发展的动力”。