天津招聘

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.
Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Overall Purpose of Job
Responsible for supporting the Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, and requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer incidents. Combines demonstrated technical skills with exceptional customer service in daily responsibilities. Job is performed with general supervision.

MAIN ACTIVITIES/TASKS:

Receives and logs customer problem/request/issues and ensures proper documentation.
Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Assists with monitoring and tracking incidents to ensure issue resolution within the customer Service Level Agreement.
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Performs follow up on all incidents with customer to ensure customer satisfaction.
Develops and maintains knowledge of the problem tracking software and database (Remedy).
Develops and maintains knowledge of customer and customer specific business environment.
Develops and maintains an understanding of customer Service Level Agreement.
Develops and maintains technical skills and understanding of services to achieve goal of 80% problem resolution.
Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
Works independently and maintains a high-degree of professional conduct at all times.
ESSENTIAL NON-TECHNICAL KNOWLEDGE & SKILLS:
Proficient in Cantonese (native speaker) is must
English skill is highly preferred
Excellent customer service skills
Excellent communication and interpersonal skills
Good problem solving and analytical skills
TECHNICAL SCREENING CRITERIA (must meet 5 of the 7 criteria):
College or above in Computer Science or Engineering major (or equivalent degree) is preferred
Minimum 1 year work experience with customer service support for PCs or in a customer service role
Working knowledge of Micr

埃森哲（中国）有限公司诚聘