[杭州]道富信息科技（浙江）有限公司

欢迎有意向的同学（英语专业同学优先）先将简历投至syang@,公司会视情况具体安排。

Job Summary

Provide operational and technical support for a variety of applications following the standard operating procedures, answer telephone or written inquiries from global customers regarding supported products and deliver end-user training, analyze software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions, maintain documentation for all support procedures and keep track list of production problems and issues, maintain records of customer contact to track customer history and report recurring problems to software development groups; escalate complex issues to appropriate functional team.

Responsibilities

Provide technical support via phone and email for supported software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.
Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended.
Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.
Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation.

Qualifications

Fluent spoken and written English
Bachelor or master’s degree in Computer Science, or English or related degree is preferred.
Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment
General knowledge of Microsoft Office and experience in creating procedural documentation

Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care
Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests
Ability to work independently and as part of a team in a customer-driven, fast-paced environment