大连招聘

JOB PROFILE / RESPONSIBILITIES:

·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.

ChaneGiver Consulting is a professional searching firm with a great focus on IT, Telecom, Internet and Mobile Internet. We have a strong searching team, and most of our consultants have rich experience in serving Top 500 Global Corporations. We have a powerful training system, by involving senior IT professionals from different field to be our part-time trainer.
To our candidates, we attach great importance to develop their core value and help build up their career path. We always care their long-term development instead of short-term benefit. We have gained great trust and respect from them.
To our clients, we try to be their great supporter in the ever-changing talent market with our professional, efficient service. We dig deeper to provide updated market information to our clients and we keep close touch with HR and hiring manager to keep them posted about the market. We provide value-added service to them, such as market survey statistics, reference check, etc.. We know how to help our clients win.
We aim to be a top IT searching firm which will provide highly efficient service to our clients and be a great career path builder to our talents.