成都招聘

职位职能: 售前/售后技术支持工程师 咨询热线/呼叫中心服务人员

职位名称: 英语技术支持/呼叫中心

关键字： 技术支持，Technical Support, IT Helpdesk

Position： Customer Support Executive

Location：大连

Job Profile：

· The Customer Support Representative will be responsible for identifying the issue with the customers and routing then to available engineer, when necessary.

· They will create, manage Tickets for the issues that the customer contacts.

· They will act as the first point of contact before the customer reached the TAC.

· Their job will also involve creation of Licenses and Support accounts to the clients World Wide.

· The team will also ensure customer satisfaction/experience is and stays a priority. Manage high visibility exceptions and can work with cross-functional teams to provide best solutions.

· Report on bug fixes and product enhancements requested by users. Bubble up key user requests.

· Appropriately use canned answers, FAQs and other support material to help efficiently answer user inquiries.

Desired Profile：

· Excellent presentation, writing, and communication skills.

· Excellent comprehension skills, able to customize responses and send them to the customers.

· Experience with customer care / customer support.

· Outgoing personality and ability to interact with users.

· Results-oriented, great attention to detail, ability to prioritize and meet aggressive deadlines.

· 1-2 years experience handling customer support for online services

· Able to communicate to the customers / clients verbally with confidence, possess neutral accent.

· Ensure customer support via Helpdesk tickets for Tier 1 and some Tier 2 support, including billing issues and refunds

· Provide category and notes for each ticket to ensure continuity with in-house team and allow for accurate reporting

· Respond to customer inquiries within a 24h turnaround time

· Escalate issues to in-house team when needed.

· Report weekly on ticket volume and categories of tickets.

任职要求：

本科及以上学历；

英语六级及以上，口语流利沟通；

1年以上呼叫中心,call center, 技术支持, technical support, helpdesk 等相关工作经验；

能接受倒班；

良好的客户服务意识及组织合作能力。

请发送简历到 hr@otconsultancy.com

Orange Tree Consultancy is an international Investment Holding company representing a group of companies in the software & services sector and telecom sector. Our clients are now embarking their long-term growth strategy in China and are seeking the following professionals to be part of their Organization in China.