- 工作地点：上海
- 职位：IT Support-Product Support Consultant
- 信息来源：智联招聘
说明：
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IT Support-Product Support Consultant
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上海万宝盛华人力资源有限公司
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职位描述/要求：
招聘公司:世界第三大软件公司的下属公司,公司从事财务领域的软件研发.
职位:IT Support-Product Support Consultant(非销售类) RESPONSIBILITIES, ACCOUNTABILITIES, and LIMITS of AUTHORITY Key Responsibilities and Accountability: In addition to the duties and responsibilities outlined below, the person filling the role will be required to perform other duties assigned by the Manager from time to time. 1 - Receives requests for solving support incidents from SU customers. Prioritises requests in accordance with agreed criteria under the direction of the team leader. 3 - Within own area of competence, investigate problems and determines appropriate actions to take. 4 -In performing this task the role will need to: ? Use the IPCC helpdesk system to take and log calls from customers and partners into Pivotal, ensuring the customer receives the highest level of service regardless of media they use. ? Maintain a high level of personal product and technical knowledge in order to maximise query resolution within Customer Support. Continuously keep abreast of new products, revisions and versions as well as companion products which affect your product area. ? Maintain a high level of English, both written & spoken. ? Acquire (and maintain) knowledge of Systems Union support processes for use in resolving customer support incidents. ? Resolve customer incidents within stated levels of service. Service levels include response, call back and resolution times. ? Ensure customers retain reasonable expectations of the service provided and play a key role in meeting those expectations. ? Keep Call logging system (Pivotal) up to date on all support calls with all diagnosis carried out, all contacts made, solutions encountered and problems cleared. To update the system with any change to the status of an outstanding query. ? Ensure appropriate outstanding support incidents are handed over to the team manager to re-allocate immediately prior to a leave of absence to ensure that incidents are progressed during the leave period. ? Sharing Knowledge: identify and tag in Pivotal, appropriate items for submission to the Support Knowledgebase. ? Call Escalation. Inform team manager of any difficulties regarding any query so that appropriate action may be taken. For example: Re-allocation of incident inappropriate to level of skill Escalation to senior manager when a high priority incident is in danger of missing its service level Escalation of a suspected software fault to third line support. Escalation of an enhancement request to third line support. 要求: 1.懂财务管理知识,有使用财务方面的软件经验 2.英语六级以上,口语好. 3.粤语熟练 (工作经验不限,应届毕业生也可.) 上班地点:人民广场来福士办公楼 有意者请发中英文简历至: mp0156@ 联系方式：
mp0156@
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| 上海万宝盛华人力资源有限公司 | ||
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