上海浦东外国企业服务有限公司..

Key Accountabilities
•Escalating problems to more senior members of staff where the issue could effect other areas of the business
•Maintain acceptable level of customer service and technical support within the department
•Present the product to customers/partners when required
•To train people how to use the product when required
•Dealing with disgruntled or difficult clients
•Assist other team members and management with tasks as required
•Good self organisation with the ability to multi-task
•Enthusiasm for analysis and problem solving
•Flexibility to adapt to new and changing work routines
•Attention to detail, initiative and accuracy
•The ability to work autonomously and in a team environment

Telephone Support
•Receiving incoming phone calls and supporting customers with issues such as email, Company console support, general internet issues
•Making outgoing phone calls to clients to assist through process of Company including informing when site is ready and helping through download of software process

New Sites
•Register domain names
•Retrieving registry keys or delegate domain
•Update name servers
•Add site and mail to server, follow through to ensure this has been done
•Run site diagnostics

Troubleshooting & Ad Hoc requirements
•Following a series of steps to ‘problem solve’ customer issue that doesn’t have an easy answer
•Assistance with and follow through of internal ‘technical issues’
•Programming where directed by senior staff

Suspensions and Changing Database
•Backing up and Removing sites, emails and domains from server
Troubleshooting & Ad Hoc requirements (L2)
•Following a series of steps to ‘problem solve’ customer issue that doesn’t have an easy answer
•Assistance with and follow through of internal ‘technical issues’
•Programming where directed by senior staff

Support Suite, Confluence & Jira
•Entry of and follow through of tickets for technical issues
•Contributing to confluence

Core Competencies Required
•Teamwork
•Customer Service
•Communication Skills
•Problem Solving Skills
• Fluent in English

Technical Competencies Required
•Internet Technologies including DNS, mail & web hosting
•HTML, CSS
•Basic PHP
•Full Microsoft Office Suite
•Photoshop
•Linux/Unix experience
•Have a basic understanding of web-building