天津招聘

• 负责澳洲地区大客户售后问题解答，并提供解决方案
• 处理疑难高级别case，判断case类别，进行case升级处理，并且协调相关技术团队解决问题
• 定期出具case分析汇总报告，参与相关会议为相关技术团队或者销售团队提供数据基础

职位要求：

• 英文听说读写精通，口语无口音，有过多年国外学习工作经历优先；
• 2年或者以上销售支持/IT技术支持等相关经验优先；
• 思维逻辑清晰，学习能力强，抗压能力强；
• 沟通优秀，善于总结，发现并乐于帮助客户解决问题；
• 工作积极主动，稳定性强。
  

An Incident Manager is responsible for the delivery of end to end reactive support, including healthy reactive case progression. Resources aligned directly to customer accounts / TAMs and own escalation handling, reporting, trending, and customer communications. Some customization may be required to help tailor the experience for each customer.

The role includes;

- Ongoing oversight of reactive cases

o Regular case reviews of reactive cases owned by internal support organizations to assess health and status

o Partnership with account TAM on high-risk escalations and to gather/analyze information as needed to support the customer

o Situational awareness & tracking

o Proactive risk mitigation

o Administrative casework

- Driving cases to a healthy state

o Communication with internal Our client resources for case updates and action requests

o Direct communication with customers to promote case progress where necessary

o Assisting to set the proper expectations with customers for support

o Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress

- Reporting

o Customer facing reports

§ Produce regular reports on case health metrics and status to be delivered to customers

§ Participate in and prepare content for regular customer meetings

- Case Trending (People, Process, and Technology)

o Identify the root cause of reactive support incidents and categorize in line with ITIL methodology.

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