IVR Support Analyst
苹果电脑贸易（上海）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2017-05-31
- 工作地点：上海
- 招聘人数：1人
- 学历要求：本科
- 语言要求：英语 熟练
- 职位类别：信息技术专员 系统工程师
职位描述
职位描述：
JOB SUMMARY
AppleCare Contact Center Operations is looking for an IVR Support Analyst. This position is responsible for supporting Apple’s contact center IVR systems throughout Asia-Pacific.
KEY QUALIFICATIONS
Experience in telecom support within corporate contact center environments, including partnering with carriers and building or maintaining IVR/CTI systems.
Experience with Apache Tomcat server administration, administering Mac OS and Linux servers and Oracle and/or MySQL query language experience.
Aptitude programming with languages used in enterprise server application/administration environments.
Excellent troubleshooting skills, analytic approach to technical problems.
DESCRIPTION
AppleCare CC Operations enables Apple’s contact centers to deliver world-class customer support. The IVR Support Analyst assists in this objective by tailoring the initial phone support experience for Apple’s customers. The successful applicant will contribute to design, development and deployment of IVR changes in order to enhance the Apple customer experience.
The ideal candidate should be passionate about customer service and technically backgrounded with experience in contact center environments and software development/server administration.
Responsibilities for this role include:
- Day to day support of the Interactive Voice Response (IVR) system for AppleCare contact
centers.
- Provide input on the current and future IVR design to increase the quality and efficiency of the
customer experience.
- Partner with Apple IS&T, telephony software and infrastructure vendors to deliver highly
available IVR solutions.
- Provide timely cost/efficiency analysis of current/proposed designs to internal stakeholders.
- Partner with market leaders to understand and tailor the customer experience according to
regional language/cultural nuances.
- Maintain a level of constant and effective communication with managers, leaders, and subject
matter experts in a variety of business, functional and technology areas.
- Other activities as required by the team.
EDUCATION
Bachelor's degree or equivalent work experience.
ADDITIONAL REQUIREMENTS
Able to fit in a culturally diverse and global working environment.
Organised and detail-oriented, able to keep accurate and up to date documentation. Strong work ethics, perseverance and flexibility.
Experience in environments utilising Genesys GVP, Avaya or developing in Java is a plus.
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JOB SUMMARY
AppleCare Contact Center Operations is looking for an IVR Support Analyst. This position is responsible for supporting Apple’s contact center IVR systems throughout Asia-Pacific.
KEY QUALIFICATIONS
Experience in telecom support within corporate contact center environments, including partnering with carriers and building or maintaining IVR/CTI systems.
Experience with Apache Tomcat server administration, administering Mac OS and Linux servers and Oracle and/or MySQL query language experience.
Aptitude programming with languages used in enterprise server application/administration environments.
Excellent troubleshooting skills, analytic approach to technical problems.
DESCRIPTION
AppleCare CC Operations enables Apple’s contact centers to deliver world-class customer support. The IVR Support Analyst assists in this objective by tailoring the initial phone support experience for Apple’s customers. The successful applicant will contribute to design, development and deployment of IVR changes in order to enhance the Apple customer experience.
The ideal candidate should be passionate about customer service and technically backgrounded with experience in contact center environments and software development/server administration.
Responsibilities for this role include:
- Day to day support of the Interactive Voice Response (IVR) system for AppleCare contact
centers.
- Provide input on the current and future IVR design to increase the quality and efficiency of the
customer experience.
- Partner with Apple IS&T, telephony software and infrastructure vendors to deliver highly
available IVR solutions.
- Provide timely cost/efficiency analysis of current/proposed designs to internal stakeholders.
- Partner with market leaders to understand and tailor the customer experience according to
regional language/cultural nuances.
- Maintain a level of constant and effective communication with managers, leaders, and subject
matter experts in a variety of business, functional and technology areas.
- Other activities as required by the team.
EDUCATION
Bachelor's degree or equivalent work experience.
ADDITIONAL REQUIREMENTS
Able to fit in a culturally diverse and global working environment.
Organised and detail-oriented, able to keep accurate and up to date documentation. Strong work ethics, perseverance and flexibility.
Experience in environments utilising Genesys GVP, Avaya or developing in Java is a plus.
职能类别： 信息技术专员 系统工程师
公司介绍
Passion works here.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.