南京招聘

职位描述：
Job Description Summary

The Citrix customer service team is the single point of contact for all general inquiries on sales and an all partner support related queries including operations. The customer service representatives (CSR) responds to issues & handles requests from all internal customers, end-users, partners and distributors via phone, e-services, e-mail and fax. The representative should have the technical aptitude to leverage Citrix technology such as GoToAssist, CRM to emulate the customer/partner’s computer for online navigational assistance. 85% of the Representative’s time will be spent in handling all phone inquiries and the remaining 15% will be spent offline to follow-up on open/ownership cases.

Primary Duties / Responsibilities
?Use good customer-oriented telephone skills to acquire and maintain relevant customer information
?Handle all incoming inquiries from customers utilizing the phone system and use Salesforce for documentation.
?Support inquiries for various Citrix product lines, programs and promotions
?Need to handle all calls using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
?Open, track and close technical support cases.
?Adhere to existing operational processes for handling escalations and other follow up scenarios.
?Provide accurate no-technical related resolution along with the correct cause of the issue.
?Ensure that the Service Level Agreements (SLAs) are met in accordance with the business goals.
?Connects directly with Citrix customers/partners and builds effective working relationships while solving their issues.
?Manages customer expectations and always aims to leave the customers feeling valued and overall positive about Citrix.
?Flexible and adaptable to the ever changing environment.
?Eager to learn and out perform others in the team.
?Technical aptitude to assimilate new learning quickly and efficiently
 
Qualifications (Knowledge, Skills, Abilities)
The candidate should exhibit professionalism, excellent problem solving no-techniques along with verbal and written communication skills. He/She should be flexible, dependable and have a willingness to learn and share best practices within the organization. Candidates need to adopt all professional concepts and abide by the company policies and procedures to resolve routine requests. He/She needs to constantly work on issues and follow all the protocols in analyzing, defining the situations or scenarios from which resolutions can be obtained readily. Normally, adheres to instructions on routine work and takes part in new projects or assignments.

Requirements (Education, Certification, Training, and Experience)
?Bachelor’s degree from a recognized university& 1 years Customer Service/Technical Support experience preferred.
?Experience preferred with the following Tools: Avaya Systems, Salesforce, SharePoint, MS Office Suite 举报 分享

【我们是谁】
Citrix（纳斯达克：CTXS）旨在推动建立一个安全连接人员、组织和事物且易于访问的世界，让不可能变为可能。它的技术让全世界的应用程序和数据既安全又易于访问， 让人们可以随时随地进行工作。Citrix 提供将工作空间作为服务、应用交付、虚拟化、移动化、网络传输和文件共享解决方案的完整和集成产品组合， 使 IT 部门能够确保通过云或内部部署和跨任何设备或平台将关键系统安全地提供给用户。

【行业地位】
在Gartner《内容协作平台魔力象限》报告中，Citrix一直位居领导者地位
在IDC《企业移动管理（EMM）软件供应商评估》和《统一端点管理（UEM）软件供应商评估》等报告中，思杰也稳居领导者地位

【思杰历史】
思杰成立于1989年，总部在美国佛罗里达州劳德代尔堡（Fort Lauderdale）。Citrix始于开发微软操作系统的远程访问产品，至今依然是微软的战略合作伙伴。 20世纪90年代Citrix在客户端技术崭露头角并开始蓬勃发展。至今，Citrix 解决方案被超过 400,000 家企业所采用，其中包括 99% 的财富 100 强企业和 98% 的财富 500 强企业。2019年营收达 30.1 亿美元。

【我们提供】
> 多元包容的企业文化
> 全球化的工作团队
> 多样化的发展渠道
> 丰厚的薪资福利
> 完美的工作环境
> 宽松的工作氛围
> 弹性的工作方式

思杰已连续多年入选全球“前50***雇主”，2014年被Glassdoor评为“25大最具文化与价值的公司”，2017、2018连续两年被评为“Best Place to Work”。

更多信息，请访问Citrix官网或领英主页