苏州招聘

Overall Responsibilities:

• Primary point of contact for client communications, conflict resolution, and reporting
• Receive and resolve inbound customer technical support calls via a phone queue
• Create client service and strategic account plans for achieving business success, retention, and overall revenue growth
• Maintain awareness of competitive activity and opportunities for product development

· Utilize trouble ticket application and databases to manage and resolve the customer issues.

· Utilize other customized WebEx tools and processes to help identify the root cause of technical problems.

· Research and resolve customer inquiries for the various products and services Webex offers.

· Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner.

· Must meet or exceed individual performance goals and metrics focused on providing superior customer support.

· Communicate and work effectively with staff in all levels of the organization

· Perform other duties as required.

Required Qualifications & Experience:

• At least 3 years of total experience in Technical Support/ Customer Service/BPO industry (Preferably from companies like Dell, Accenture, IBM, HP Etc.,)
• Extensive knowledge including installation, configuration and maintenance of Windows OS’s and MS Office.
• A working knowledge of Mac OS.
• Strong understanding of the use and configuration of Internet browsers, specifically IE, Firefox and Chrome.
• Basic understanding of various audio products; VOIP, IP phones, teleconference are highly desired.
• Thorough understanding of the Internet and related concepts; previous Proxy servers, LAN/WAN installation, configuration, and troubleshooting experience.
• Must possess a balanced hybrid skill-set which consistently delivers superior support for both technical and non-technical issues.
• Must possess superior customer-focused skills which will produce success supporting customers of varying degrees of sophistication and computer literacy.
• Must have good written and verbal English communication skills.
• Must be fluent in Japanese and Mandarin with outstanding written and verbal business communication skills.
• Must understand Japanese culture and business etiquettes.
• Must view customer satisfaction as something s/he personally owns from beginning to end.
• We require candidates who have demonstrated "professional excellence" in their previous job or field of endeavor and who are excellent team players.
• Must be able to display curiosity in daily tasks.
• Must have College degree.

Sutherland Global Services（下称“Sutherland”）创建于1986年，是一家致力于业务流程和技术管理服务的专业服务公司。Sutherland为客户提供支持其完整生命周期的一整套包括后台分析与前台管理服务的集成解决方案。

Sutherland也是全球规模***的独立商业流程外包公司之一，为全球主要的行业纵向市场的先导者提供服务。

Sutherland总部位于美国纽约州罗切斯特市，员工规模超过三万。已在美国，加拿大，巴西，墨西哥，哥伦比亚，牙买加，斯洛伐克，爱沙尼亚共和国，瑞典，保加利亚，英国，摩洛哥，阿联酋，埃及，马来西亚，菲律宾，印度和中国设有客户联系中心。

苏州赛思澜信息技术服务有限公司
Email: referral.china@sutherlandglobal.com
电话：0512-87180518
地址：苏州工业园区星湖街328号创意产业园内11栋-5楼
Referral.china@sutherlandglobal.com
公交路线：可乘公交115,128,146,177,180到“创意产业园”站 或 地铁二号线在月亮湾站