Account Support-客户支持
安迅（北京）金融设备系统有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机硬件 计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2014-05-15
- 工作地点：乌鲁木齐
- 招聘人数：1
- 工作经验：一年以上
- 学历要求：本科
- 职位月薪：面议
- 职位类别：客服专员/助理(非技术)
职位描述
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
? Position responsible for ensuring contractual obligations with customers are met on a workorder and systems basis; Coordinates activities associated with product/service resolution issues
? Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
? Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; Required to coordinate WCS internal projects for the customer
? Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates
? Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
? Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required
? Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required
? Participate in installation planning sessions
? Provide input to the Customer Specific Service Aid Mini Manual (SAMM)
? Ensure that the customer uses the proper primary escalation contacts within WCS
? Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
? Supports the resolution of known software problems to be fixed in later releases
? Prepares standard reports to ensure SLA is represented accurately
? Perform analysis on all penalties for all NCR service delivery contracts subject to penalties
? Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting
? Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing; Maintain customer relations and observe customer process change
? Assist with accounts receivable management; Run queries for margin improvement/incident reduction us
? Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities
? Possible travel required based on account requirements
BASIC QUALIFICATIONS:
Technical/Vocational Certification
0-1 years of related experience
Administrative, analytical, and/or technical experience, preferably within WCS
Demonstrated proficiencies with Microsoft Office Suite software
? Position responsible for ensuring contractual obligations with customers are met on a workorder and systems basis; Coordinates activities associated with product/service resolution issues
? Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
? Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as NCR implements solutions; Required to coordinate WCS internal projects for the customer
? Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates
? Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
? Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required
? Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required
? Participate in installation planning sessions
? Provide input to the Customer Specific Service Aid Mini Manual (SAMM)
? Ensure that the customer uses the proper primary escalation contacts within WCS
? Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
? Supports the resolution of known software problems to be fixed in later releases
? Prepares standard reports to ensure SLA is represented accurately
? Perform analysis on all penalties for all NCR service delivery contracts subject to penalties
? Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting
? Work with customer help desks on specialized SLA management activities, when normal NCR processes are failing; Maintain customer relations and observe customer process change
? Assist with accounts receivable management; Run queries for margin improvement/incident reduction us
? Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities
? Possible travel required based on account requirements
BASIC QUALIFICATIONS:
Technical/Vocational Certification
0-1 years of related experience
Administrative, analytical, and/or technical experience, preferably within WCS
Demonstrated proficiencies with Microsoft Office Suite software
公司介绍
NCR 公司（纽约证券交易所股票代码为NCR）位列世界财富500 强，成立于1884 年，总部位于美国乔治亚州的德卢斯市，全球员工 22,000 人，是一家全球性技术公司，是全球自动柜员机、自助结帐系统以及其他自助和辅助服务解决方案的领导厂商，在100 多个国家和地区有1100 多个分公司，拥有30 多个研究开发中心和5 个生产基地，中国的北京工厂、匈牙利的布达佩斯工厂和印度的本地治里（Pondicherry）工厂, 美国佐治亚州哥伦布市工厂以及巴西玛瑙斯市工厂。年营业额50 亿美元，业务遍及世界 100 多个国家和地区。
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
联系方式
- 公司地址：上班地址：淮海中路398号博银大厦