苏州招聘

Responsibilities:
Maintain the highest level of technical product knowledge and expertise in the specified products and become knowledgeable in new versions and products as assigned.
Provide technical support via telephone and other electronic mediums for a limited product category up to 100% of the assigned shift.
Provide technical guidance, mentor and assist Support Professionals engaged in problem solving and help them to use resources to find answers.
Assist with agent technical development. Participate in focus groups or other related opportunities potentially with the client and members of management
Resolve difficult technical issues for both customers and Support Professionals.
Participate in the escalation process under the direction of the Team Manager.
Note and communicate any new/unresolved issues relating to the products being supported.
Effectively communicate with both Support Professionals and customers and provide leadership for the Support Professionals.
Act as an escalation point in the absence of a Team Manager.
Achieve and maintain to a performance standard. Including but not limited to; average handle time, resolution and customer satisfaction.
Log all incoming calls and accurately complete case notes in the call tracking database.
Search and retrieve data from various databases. Ability to multitask with multiple applications during a phone call
Participate in training activities to maintain technical currency, and to broaden product knowledge.
Extend contact to promote and sell products or services as required by assigned queue.
Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem.
Identify the level of technical knowledge of the customer and adjust technical communications to solve customer’s problem.
Other duties as assigned.
Requirements:
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows 98, NT, 2000, ME, XP, UNIX, and Linux.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to employ patience and self-control in handling irate customers.
Ability and willingness to provide presales support.
Ability to promote and sell products or services.
Ability to sit at a computer keyboard, monitor and use a telephone headset for extended periods of time.
May be required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.
Minimum 6 months experience as a level 1 ISP agent.
A+ Certification (Preferred)
Network Plus Certification (Preferred)
High school diploma with a minimum of 1 year related experience.
Supervisory experience is an asset.
Equivalent education or experience may be substituted for any of the above.

        思隽全球服务(Stream Global Services)是全球业务流程外包行业（BPO）领导者。公司总部位于美国波士顿，专注于客户关系管理，经过十五年的发展，思隽已成为全球最大的呼叫中心外包服务提供商商之一。我们提供的广泛的销售服务、客户服务和技术支持服务使全球财富 1000 强公司收入增加、运营效率提高且品牌忠诚度加深。我们是许多世界领先的IT、电信、零售、娱乐/媒体和金融公司的首选供应商。长期合作伙伴包括：Cisco、HP、Microsoft、Dell、HTC、Yahoo、Apple等。
    自成立以来，思隽的全球迹已扩展到23 个国足家，拥有超过 30000名员工，50个服务中心。公司跻身为世界财富1000强，BPO业务全球五强。我们的服务方案，使我们的客户能从容应对业务挑战，提升营运业绩。依靠在亚太、北美/拉美、欧洲、中东/非洲的全球化覆盖，为客户提供第一流的支持项目。 作为我们运营区域内的最佳雇主，思隽能够吸引最优秀的人才，确保我们的专业服务人员真正参与和专注于客户的业务发展和品牌形象——维持优异的客户体验。
 
    思隽（苏州）信息咨询有限公司成立于2010年，为思隽全球服务在华投资的第一家公司，公司位于苏州工业园区创意产业园，可容纳2000个座席。经过短时间发展思隽（苏州）已和Cisco、Microsoft、Apple、HTC等IT行业巨头展开合作，负责其售前、售后以及技术支持服务。思隽的愿景是在未来几年内成为中国服务外包市场的领导者，并成为我们运营领域内的最佳雇主。公司将为我们的员工提供优渥的薪资，适宜的工作环境，广阔的发展前景及人性化管理制度。思隽进入中国大陆市场将会扩大在亚太地区的影响力，并完成全球化的脚步。
    思隽着眼于对中国大陆的全方位覆盖，成为中国呼叫中心外包行业领导者，竭诚欢迎各位求职者加入思隽。