杭州招聘

职位描述：
Responsibilities:
? Provides English based application support to both internal teams and external customers by managing multiple technical support calls, prioritizing, and determining the next step;
? Recording thorough case notes;
? Analyzing, researching and responding to cases that may be handled without escalation (e.g., product operation, product content);
? Troubleshooting technical issues via phone and e-mail (e.g., browser used);
? Working cross-functionality to resolve technical, procedural and operational issues;
? Escalating cases that require additional expertise;
? Following up and driving escalated issues to closure;
? Providing timely responses to business owners, stakeholders and users on issue status and resolution;
? Translating common issues into “knowledge base” materials to reduce recurring issues and inquiries
? Represents company by developing and maintaining comprehensive knowledge of our products, industry trends and general business and financial acumen through various sources and initiatives; Communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation;
? Behaving in ways that demonstrate corporate core values and culture;
? Developing professional and positive relationships with customers and colleagues;
? Maintaining a reputation of competence, integrity and professionalism.
Requirements:
Bachelor’s Degree; OR, if no degree, 4 years of industry equivalent support experience.
Experience, Knowledge and Tools
Minimum Experience: 2 years of client-facing application support experience, including:
? Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail/Chat.
? Working cross-functionally to resolve technical, procedural, or operational issues.
? Working collaboratively with individuals at all levels of the organization.
? Executing to short and long-term plans.
? Training internal and external customers to mitigate recurring requests for help.
Preferred Experience: 4 years of client-facing Application support experience, including:
? Creating process documentation.
? Process reengineering.
Minimum Knowledge:
? Self-starter life learner.
? Change management.
? Analytical skills.
? Interpersonal and collaborative skills.
? Problem solving and decision making skills.
? Written and verbal communication skills.
? Prioritization, multitasking and organizational skills.
? Conflict resolution.
? Presentation skills.
? Customer service.
? English language. 举报 分享

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