杭州招聘

Duties
Provide technical support via phone and email for supported software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.
Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended.
Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.
Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation.

Skills
Fluent spoken and written English
bachelor or master’s degree in English, Financial or related degree is preferred.
Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment
General knowledge of Microsoft Office and experience in creating procedural documentation
Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care
Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests
Ability to work independently and as part of a team in a customer-driven, fast-paced environment

如有意向， 请投递简历到zhaopin@hengtiansoft.com

    恒天软件有限公司成立于2004年，致力于为国内外金融机构提供多元化的软件开发与技术支持服务和产品解决方案，经过多年与欧美高端金融机构的合作，已在金融应用系统开发、金融领域新技术研发、数据库系统管理与运维、移动应用、商务智能与数据分析、云计算应用等领域积累了丰富的经验和核心竞争力，并在债券与外汇交易、高性能存储等领域积累了一系列产品。
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