武汉招聘

Job Summary

The primary responsibility is to provide support for technical provisioning systems and applications. The Service Delivery Specialist serves as a solutions expert as it pertains to all provisioning functions. This position will handle customer, Dealer and carrier related inquires.

Responsibilities

1 Phone Based Support:
· Provide phone based support to troubleshoot mobile apps, web pages, and service and wireless provisioning related issues for our customers, Dealers and wireless carriers.
· Maintaining an 85% or higher call quality average from a Quality Assurance standpoint
· Research and troubleshoot questions and problems via Inbound/Outbound communications with clients (e.g. Calls, E-mails, Fax) and Document 100% of inbound/outbound interactions (e.g. Call logging, Siebel.)

2 Wireless Provisioning:
· Assist with activation and troubleshooting of wireless services provisioning.
· Conduct regular evaluations of system processes to ensure that expectations of provisioning services are met.
· Work with Service Delivery Manager to compile, analyze and reconcile data obtained from Wireless Providers with customer data and condense it into a comprehensive monthly report.
· Assist Service Delivery Manager to validate reports in reporting system through comparison with prior reports, other similar reports and deductive reasoning.
· Provide reports of services implementations, usage and terminations on a daily, weekly, monthly, quarterly and annual basis.

3 Research:
· Assist Production Support team in resolving user/system issues.
· Review, handle and respond to client, customer (internal & external) issues from beginning to end (involving Manager if need to escalate).
· Utilize appropriate tools, resources and reports which track, maintain and reconcile the provisioning data and services.

4 Administrative:
· Encourages collaboration among team members to articulate and promote team work.
· Work closely with Manager to develop and/or maintain all Department processes, procedures and work instructions.
· Lead and/or participate in project teams to ensure that the support of the Department and/or Organization is represented and informed appropriately.
· Analyze complex processes and reduce and simplify them into clear, concise and logically ordered presentations and instructions.
· Continue to gain critical knowledge of each system that is utilized by the client and/or Organization. Share critical information with peers and ensure that procedural information is current and accurate

Qualifications:

Education: B.S. or B.A or equivalent experience required.

Experience:
- Must have previous technical support in a call center environment.
- Must have experience with the fundamentals of systems analysis, functional configuration and testing, and the methods of developing operational process specification.
- Strong experience in troubleshooting for medium size companies with experience and assessing business processes to identify improvements, opportunities and solutions to meet the needs of the business.

Competencies:
- Must be fluent in both English and Mandarin with a high level of proficiency to read and write in both English and Mandarin
- Must have excellent time management skills to function in a fast-paced environment, be able to handle multiple tasks, demonstrating independent working skills and strong work ethic.

休斯车联网（武汉）有限公司是世界五十强的Verizon通信公司在武汉经济技术开发区设立的企业。本公司的母公司拥有全球领先的汽车Telematics服务技术与平台，是奔驰汽车、大众汽车的全美Telematics服务提供商。休斯车联网（武汉）有限公司在中国境内拥有经验丰富的电信、汽车、IT等行业专家团队，为中国境内的汽车生产企业、车主、保险公司、专业车队提供完整的汽车安全和防护、便捷的驾驶信息服务、全面的驾驶数据分析、及时的汽车诊断保障、准确的车辆监测等全面解决方案和服务。我们还为大型企业和个人提供个人紧急救助产品。