Major Responsibilities

主要职责

• Review all Predictive Service information; create tickets to TSSs to handle them.
• Follow up TSS/AS/AMB/distributors to complete the assigned predictive tickets.
• Take actions for predictive service contract users, provide phone fix for them, if not fix, pass to TSS to fix it.
• Provide predictive service review reports for predictive service contract users .
• Provide AL/PHN/LogIC/POM/service tools training for all TSS/AS/AMD/distributors
• Support escalation of AL issue
• CC Lock up coordination with global, new assays, tests, config… (Daily setup the instrument is by Call Center)
• New Predictive Service code development/analysis – just start.
• All kind of AL assay report for marketing/sales/sales excellence…etc.
• System support – WeChat, Phone system, CRM, WeChat, 3G/4G, etc.
• Predictive Service promotion support – support all customer service promotion meeting and presentation of predictive service, call center, smart center and WeChat service.

Requirement(education, background,…etc)

要求

• Minimum 4 years’ experience of Customer Service Operations
• Minimum 3 years in IT infrastructure and technologies & or / Minimum 5 years in IT application support (internal and external customers).
• Project management experience is preferred.
• Strong sense of urgency and direct customer service experience.
• Good analytical, good communication and teamwork.
• Proactive and strong problem solving skill.