深圳招聘

  

RESPONSIBILITIES:

  

    

Reports to Senior Technical Support Engineer, or in his/her absence, Operations Manager.

  

Role: Troubleshooter.

  

Troubleshooting scope: all hardware and software pertaining to FCS products and installations. This includes but is not limited to the following:

  

• Core system software: operating systems and database systems. Able to determine if there is a fault in core system software.
• Communications hardware, software and protocols. Able to identify problems.
• All infrastructure hardware and software. Able to pinpoint issues and trouble spots.
• PABX, CDR and/or communications protocols, ability to read logs.

  

Adhere to all Standard Operating Procedures (SOPs), standards and guidelines during the course of duty.

   

  

Support Management:

  

• Diagnose or troubleshoot problem reported over phone or remote access.
• Assists in testing and troubleshooting.
• Enforce the Support Service Level of Agreement (SLA) as per contract/agreement with customers.
• Willing and able to travel and to work on shifts.
• Must be on standby 24-hours/7-days-a-week, or ensure there is an appropriate replacement during period of leave.

  

  

Case Management:

  

• Record customer support calls by receiving calls, taking call details & responding to emails.
• Ensure all cases are logged and updated in a call logging system with sufficient detail and timeliness for smooth follow-up, case handover or closure.
• Prioritise and keep track of open cases and deadlines.
• Escalate cases to next level after exhausting all avenues in resolving the case.

  

  

Customer Care:

  

• Customer training (Ad-Hoc).
• Ensure customers are informed or kept in the loop with regards to their open cases.

  

  

REQUIREMENTS:

  

  

• Proficient in spoken and written English
• Proficient in spoken and written Chinese (Mandarin and Cantonese)
• Minimum Diploma in Information Technology or related discipline
• Preferably 1 year working experience customer support capacity
• Applicants must be self-disciplined, responsible, diligent, work well in a team, good-natured, and have great analytical skills
• Knowledge in any of these Programming Languages: Visual Basic, Visual Basic .Net, VBScript will be an added advantage
• Willing and able to work long and at odd hours as well as in shifts

  

公司简介

三力网络（全球）有限公司（3D Networks Co., Ltd.）为亚太著名IT投资集团——Planet One集团麾下子公司，以亚太区及澳洲为业务发展核心，是一间在全球16个国家和地区，拥有40多个分支机构的大型跨国公司，致力于IT、网络及商业通讯基础架构建设并提供解决方案。

三力网络（中国）有限公司 （3D Networks (China) Co., Ltd.），依托集团和总公司背景，整合全球性的资源优势，通过提供管理式服务和端到端的解决方案为客户带来卓越的价值, 以此提高客户的运营效率并优化成本。

三力网络分别在北京，上海，深圳，广州，香港等全国20多个重点城市设立了分公司、办事处和服务中心，辐射范围逐年扩大。三力中国通过不断丰富解决方案产品种类，不断优化解决方案品质，不断提升客户服务质量为包括酒店、呼叫中心、商业等各个行业在内的上千家多跨国企业用户提供了针对语音、数据及呼叫中心的专业解决方案以及三力网络独有的管理型服务解决方案等。

多年来通过不断引进世界领先的技术和产品，加强在全球范围内与众多优秀合作伙伴的紧密协作，公司规模及行业口碑迅速成长。身处蓬勃发展中国市场，三力网络无疑会在未来加快发展创新的步伐，以客为尊，努力成为全球跨国企业及中国大企业客户認同的端到端一体化的通信服务及解决方案的领先供应商！

Planet One集团：
总部位于新加坡，致力于IT领域的技术研发和投资活动，在全球11个国家设有办事机构。主要由3D Networks，Net ProActive Service和FCS Computer Systems三大子公司组成，业务范围涵盖了各项信息技术及IT，通信解决方案和服务等诸多领域。


3D Networks Co., Ltd. is a subordinate subsidiary of the famous Asia-Pacific IT investment group--Planet One Group and takes the Asia-Pacific and Australia area as business development core. 3D Networks is a large-scale multinational corporation with more than 40 branch offices globally located in 16 countries and regions and is devotes to IT, networks and commercial communication infrastructure building and solutions providing.
Relay on the Group and main corporation background, 3D Networks (China) integrated global resources superiority and brought excellent value to customers through the provision of management services and end-to-end solutions, thereby enhancing operational efficiency and optimize customer costs.
3D Networks respectively established branches, offices and service centers in Beijing, Shanghai , Shenzhen, Guangzhou, Hong Kong and other major 20 cities; the radiation scope expands year by year. 3D Networks (China) has successfully provided professional solution about voice, data and contact center for thousands of customers covering various industries such as hospitality, contact center and commerce through unceasingly enriching solutions product range, improving solution quality and constantly upgrading customer service.
Company scale and and the industrial reputation of 3D Networks (China) grew rapidly through continuously introducing the world leading technology and products, strengthening the global partnership and close collaboration with many outstanding partners for many years. In the flourishing Chinese market, 3D Networks (China) will undoubtedly accelerate the pace of development and innovation in the future, satisfy customers and strive to become the recognized leader in offering end-to-end integrated communication services and solution to both global MNCs and major Chinese customers.

Planet One Group:
Planet One Group is headquartered in Singapore and has offices in 11 countries around world that is mainly composed by 3D Networks, Net ProActive Service and FCS Computer Systems. Planet One Group is committed to IT technology reach and investment, its business scope is covering every field of IT, communication solutions and services etc.