北京招聘

Customer Service Specialist


Job Summary:

You will work in a web-based customer support environment with an emphasis on response and high levels of customer satisfaction. You will be supporting the Autotask PSA web-based application and responsible to resolve, or escalate all incoming customer support requests. Requests may be workflow, technical or contractual in nature and you will need to ensure the customer's interests are represented. You will be expected to deliver the highest level of service in the industry with a goal to create Raving Fans .


Essential Responsibilities:

-- Utilize both verbal and written communication to fully resolve or properly escalate Level I tickets, while building ongoing relationships with customers.
-- Troubleshoot and attempt to resolve all reported system Defects prior to escalation.
-- Provide customers with workflow and implementation based assistance when necessary and identify when they need to work with their designated Implementation Manager.
-- Answer the incoming support calls from customers, perform dispatching function, creating a ticket and processing as appropriate.
-- Work all customer tickets using Autotask; including proper creation, escalation and completion requirements.
-- Develop advanced product knowledge.
-- Encompass a solid understanding of IT Services workflow processes.
-- Work a scheduled late shift and pre-scheduled company holiday(s) when needed.


Non - Essential Responsibilities:
-- Work directly with development teams to correct customer issues.
-- Provide input to development on key features for future versions of products.
-- Identify areas where Product Support processes may be improved.
-- Look for opportunities to up sell Consulting Services.


Qualifications:
-- Associates or Bachelors degree in Business Administration, Information Technology preferred, or equivalent experience
-- Proficiency in both written and spoken English (and Chinese)
-- Good personality and interpersonal communication skills.
-- Strong computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy.
-- Strong ability of multi-tasking and problem solving.
-- Effective troubleshooting skills: habitual use of triage based approaches to problem solving where the solution is reached by reducing the complex to the simple with an ever-narrowing focus.
-- Technical or application support experience, software deployment, or technical account management experience in a technical environment, preferably with a software company
-- Flexible Schedule to work early mornings or later evening when scheduled or needed.
-- Familiarity with CRM and Billing software a plus.


*Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.

Autotask Corporation provides the worlds leading hosted IT Business Management software built specifically for VARs, MSPs and other technology solution providers to help them run their businesses better and more profitably. The companys product line includes Autotask Professional Services Automation (PSA) software, and the VARStreet family of advanced quoting and e-commerce tools. All products work together seamlessly, and are available on-demand to help IT solution providers sell, implement, deliver and bill their technology products & services.
 
Since its founding in 2001, Autotask has become the #1 provider of web-based IT Services Management Software, used by tens of thousands of IT professionals worldwide. Autotasks success is based on its proven ability to help IT service professionals automate and manage their people, projects and processes more efficiently. While Autotask provides tools that help every employee function more productively, it also provides the reporting capabilities managers need to analyze profitability in real time. Any company that needs to manage its workforce resources effectively while and servicing its customers more efficiently will find that Autotask helps maximize their ROI.
 
VARStreet was acquired by Autotask Corporation in March of 2010. Fueled by more than $20 million in capital investment, the VARStreet platform is widely regarded as the most powerful and comprehensive suite of hosted e-commerce automation tools for VARs, MSPs and other IT solutions providers on the market. VARStreet is currently used by hundreds of the largest VARs in North America, including Emtec, Inc., Pomeroy IT, Zebra Technologies and many more. The VARStreet advanced quoting and e-commerce platform includes a powerful cloud- based “Back Office” module, optional "e-Storefront", and can be integrated with numerous CRM, ERP, accounting and business systems.
 
Guided by a highly respected, technically astute management team, Autotask has enjoyed accelerated growth throughout its history, a reputation as an industry pioneer, and is viewed as an excellent place to work. Autotask moved into new offices in a state-of-the-art building in late 2006.
 
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Our company address: 北京市海淀区盈创动力