大连招聘

Job Description:
1.Take calls and mails, help user to resolve the IT issue.
2.Handle tough case escalate from L1.
3.Manage ‘real time’ performance of queues taking into account agent availability.
4.Follow-up on escalated issues from end user.
5.Training new hire.
6.When have new technology or process, will give team refresh training.
7.Give special training to low performance agent
8.Monthly Call and ticket quality check.
9.Check process adherence of all team members.
10.Update QA result into system or to SDE team
11.Update huddle board data
collect knowledge and create/update documents in KBD, Share knowledge with team.Share knwoledge with other team,such as onsite or server team

Job Requirement:
Understanding of Call Centre business
Highly motivated towards achieving targets and customer satisfaction
Familiar with Vanke Knowledge and process, should have more than 2 years Vanke support experience with high performance.
Should familiar with SLA calculation.
Should know how to use queue monitor tools.
Should have good training skill.
Should Familiar with QA tools and rules.
Should Familiar with KDB tools
Should Familiar with CMS and ticket tools, could generate customer specific report as requirement,
Ability to work under pressure in a highly targeted environment
Excellent communication skills

软通动力（纽交所上市代码：ISS）是中国领先的全方位IT服务及行业解决方案提供商，立足中国，服务大中华区和全球市场。业务范围涵盖咨询及解决方案、IT 服务及业务流程外包（BPO）服务等，是高科技、通信、银行/企业金融/保险、能源/交通/公用事业等行业重要的IT综合服务提供商和战略合作伙伴。
软通动力全球总部设在北京，在中国大陆的主要城市以及香港、台湾、日本、韩国、北美、欧洲均设有分支机构。目前，全球共有超过10000名员工。其独特的交付模式将现场支持与全球资源远程支持相结合，保障了对客户需求的深刻理解和快速响应。