职位描述：
Position descriptions:
To resolve technical support issues in a world class inbound customer service environment and to enhance our customer’s experience by always exceeding their expectations
Key Responsibilities:
· Providing post-sales telephone and electronic support to APC customers and partners.
· Responsible for answering incoming telephone calls, alerts, web based incidents and prioritizing customer’s support needs.
· Provide initial troubleshooting and support to APC’s power protection solutions and accessories, especially focus on Software and Intelligent Management System.
· Resolve customer support issues and provide customer with a solution, via troubleshooting techniques.
· Escalating problems to Region Team & Tiger Teams and provide concise follow up on all issues
· Assist CSR where required, Provide basic technical trainings to customers, resellers, distributors and internal APC staff
· Complete documentation and follow up on all commitments and customer details.
· Adhere to APC’s customer support policies and processes.
· Responding after office hour calls support (7*24H telephone support). The duty will be performed on a rotating basis
· Be center point of assigned product line, respond for collecting product quality information and feedback to AEG team.
· Work with the Technical Support Manager to proactively enhance systems and processes in order to improve efficiency and both internal and external customer satisfaction
· Other duties to be assigned as required.
Qualifications (education, experience, skills required):
· Bachelor degree and major in computer science related system.
· At least 3 years work experience in IT related discipline in mandatory
· Good knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential.
· Good knowledge of networking technologies (TCP/IP, SNMP) essential.
· Good knowledge of communication protocol(BMS,RS232) essential
· Good knowledge of database(Oracle,SQL Server) essential
· Fluency required in English.
· Previous Call-Centre and UPS system experience desirable.
· Demonstrate flexibility and an ability to learn quickly.
· Good problem solving abilities and aptitude to understand and explain technical information.
· Proven ability to work towards individual and team targets.
· Excellent interpersonal, communications and time management skills.
· Ability to work on own initiative but also as part of a team.
· Ability to develop and maintain customer rapport.
· Customer service orientation.
1、此职位为坐席人员，目前这个部门有十几个人。
2、此职位要求一定要计算机相关专业，要求对各个方面都了解一些，他的工作背景不重要。
3、对英文的口语要求不高，但读写一定要流利。
4、此职位的经验要求不高，本科以上2-3年就可以了，研究生以上1-2年足够了，最重要是对软件、操作系统、网络协议、数据库、硬件接口等有所了解和基础。
【应届生及本科以下勿扰】
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