优利(上海)信息技术有限公司

Role Summary:
W00427: Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products.

W00455: Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system. Works independently or cooperatively as a member of a team under the direction of a team leader or manager. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider. May be responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process. May also utilize multiple internal systems for one of the following activities:
1) Locating, securing and coordinating shipping and receiving of critical parts from factories, repair centers, reclamation centers or unmanned locations to meet client service request; 2) working with field personnel to identify and correct parts inventory shortages/overages to maintain optimum parts inventory levels.

Reporting Relationship: BPO/ITO Department
Job Responsibilities:

1.提供远程基础技术支持，根据公司要求，应答客户咨询电话，解决客户提出的问题
2.定期申报问题，协助调研及问题总结
3.保证客户对公司产品服务的满意度，及时向主管反应无法解决的问题
Qualification:

高中以上学历

Experience:

Preferably with a telephone customer service positions with multi-national information technology companies

Knowledge, Skills and Other Pre-requisites:

1.良好的日语会话、读写能力，熟悉商务日语电话用语，日语能力考2级以上
2.掌握PC软硬件的基本知识和运行环境
3.熟练使用windows和office
4.良好的责任心，团队合作精神和沟通能力
5.较好的发现、解决问题能力
6.如有基本的英语会话、读写能力更佳
7.持微软MCSE证书者优先考虑