IT Service Desk Agent
陌奈信息科技（上海）有限公司
- 公司规模：少于50人
- 公司性质：外资（非欧美）
- 公司行业：计算机软件
职位信息
- 发布日期：2016-12-17
- 工作地点：成都-高新区
- 招聘人数：1人
- 学历要求：大专
- 语言要求：日语 熟练 韩语/朝鲜语 熟练
- 职位月薪：6000-7999/月
- 职位类别：客服专员/助理
职位描述
职位描述：
1、负责接听用户来电/邮件/网络报单
2、确认客户问题并对问题进行分类，对问题和服务请求进行优先排序 创建一级服务单
3、参考知识库为用户提供解决方案，如果问题不能解决，将服务单分派给正确的问题小组。
4、将服务单正确分派给其他问题解决小组。
5、主动记录来电趋势并分析原因。
6、及时回电给用户，升级/记录重大事件，追踪解决方案和更新知识库，回拨用户并确认解决方案是否适用。
7、参加由项目规定的授权流程培训，创建内部知识库，掌握并满足由项目规定的SLA\KPI，服从所有的流程和程序。
Required Skills 所需技能
1、专科以及以上
2、普通话
3、日语/韩语说/读/写
4、良好的客户处理技巧
5、良好的沟通技巧
6、有操作系统/网络/打印机/网络连接/电话/桌面/笔记本电脑/outlook方面的L0/L1 IT客服经验
7、Remedy/ServiceNow的使用经验
理解事件管理/重大事件管理/服务请求管理
举报
分享
1、负责接听用户来电/邮件/网络报单
2、确认客户问题并对问题进行分类，对问题和服务请求进行优先排序 创建一级服务单
3、参考知识库为用户提供解决方案，如果问题不能解决，将服务单分派给正确的问题小组。
4、将服务单正确分派给其他问题解决小组。
5、主动记录来电趋势并分析原因。
6、及时回电给用户，升级/记录重大事件，追踪解决方案和更新知识库，回拨用户并确认解决方案是否适用。
7、参加由项目规定的授权流程培训，创建内部知识库，掌握并满足由项目规定的SLA\KPI，服从所有的流程和程序。
Required Skills 所需技能
1、专科以及以上
2、普通话
3、日语/韩语说/读/写
4、良好的客户处理技巧
5、良好的沟通技巧
6、有操作系统/网络/打印机/网络连接/电话/桌面/笔记本电脑/outlook方面的L0/L1 IT客服经验
7、Remedy/ServiceNow的使用经验
理解事件管理/重大事件管理/服务请求管理
职能类别： 客服专员/助理
公司介绍
MITS(www.mitsind.com) was founded in the year 2000 as an ECM Consulting and Systems Integration provider. Since its inception, MITS has delivered over 200 enterprise solutions to global companies. The company has a network of offices in Singapore,China, Australia, India, Malaysia and United States to provide technical support and consulting services.
MITS is an IBM Advanced Business partner, Authorized Software reseller, and a leading provider of enterprise content management solutions (ECM) for banking, education, finance, and government organizations. MITS is ISO 9001:2008 certified for the quality standards we have in our Software Development, Sales and Support services. The enterprise applications & solutions provided by MITS include full life cycle services for the complete IBM FileNet suite of Products. MITS has the largest pool of certified IBM FileNet professionals.
Our offerings span business and technology consulting, application services, systems integration, custom software development, maintenance, re-engineering, independent testing and validation services, IT infrastructure services and business process outsourcing.
MITS is robust in terms of its ability to scale up and deliver, has a good track record of achievements and service capability. The strong process engineering approach to software solutions ensure its customers stay ahead always. MITS provides ECM and BPM developers that have in depth and hands on experience, making sure the project is a success. At MITS our approach to success with projects is combination of technical skills, experience, process and leadership.
MITS is an IBM Advanced Business partner, Authorized Software reseller, and a leading provider of enterprise content management solutions (ECM) for banking, education, finance, and government organizations. MITS is ISO 9001:2008 certified for the quality standards we have in our Software Development, Sales and Support services. The enterprise applications & solutions provided by MITS include full life cycle services for the complete IBM FileNet suite of Products. MITS has the largest pool of certified IBM FileNet professionals.
Our offerings span business and technology consulting, application services, systems integration, custom software development, maintenance, re-engineering, independent testing and validation services, IT infrastructure services and business process outsourcing.
MITS is robust in terms of its ability to scale up and deliver, has a good track record of achievements and service capability. The strong process engineering approach to software solutions ensure its customers stay ahead always. MITS provides ECM and BPM developers that have in depth and hands on experience, making sure the project is a success. At MITS our approach to success with projects is combination of technical skills, experience, process and leadership.
联系方式
- Email：tracy.gong@ke-nex.cn
- 公司地址：上班地址：望京