Job Description:
- Provide industry-leading technical support for Customers in Mainland China and Taiwan using Thomson Reuters applications and products.
· Log and classify queries, requests, and take timely actions accurately.
· Track/progress resolution and provide proactive timely Customer updates until issue resolved.
· Identify and escalate multi-client / Street wide outages. This would include escalations to the Team Manager and other support, sales, technology or resolver groups as appropriate.
· Recognize and escalate recurring problems, inferior processes or outdated procedures.
· Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
· Strive to improve customer experience.
Qualification/ Skills/Experience/Knowledge
· Business/Computing related degree or above.
· Good written and verbal communication skills (English & Mandarin).
· Professional experience in either the Financial Markets or in a Customer Service role.
· Financial Markets knowledge or aptitude for quick learning.
· Logical approach to problem-solving and analytical thinking.
· Excellent service skills including active listening alongside focusing, and fully understanding our customer's needs.
· Proven team player, excellent communication and interpersonal skills, Self-motivated, proactive and driven.
· Good time management and organizational skills in order to prioritize workload and demands.
· Demonstrates urgency, energy and enthusiasm, ability to work under pressure.
· Adapts quickly to a changing environment.
· Solid understanding of operating systems and applications eg. Windows Vista, 7 , 8 & MS Office 2003 2007 2010 2013, Internet Explorer.
· Basic network troubleshooting skills. LAN/WAN, TCP/IP, DNS, Networking command.
· Remote support experience.
· Basic Knowledge in Finance/Accounting/Commerce/Economics.
· Experience in a customer service or contact centre environment preferred. Previous experience in the financial industry desirable.
职能类别： 售前/售后技术支持工程师
关键字： 英语客服
联系方式
上班地址：海淀区中关村软件园方舟大厦
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