Experience 1-3 Yrs (Chengdu)

Requirement - Handle calls, emails, Chats & Web tickets (daily)

• 处理电话、电子邮件、聊天和网上提交的技术支持问题(每日)
• Address technical queries and fix or log them appropriately accurately
• 妥当的处理技术问题或者转交给后台。
• Escalate queries when required to appropriate personnel
• 在需要时升级给负责人员
• Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5, TL, SDM as appropriate (Outage confirmation)
• 分析确认每个问题订单，并将其转交于相关经理(IM)/ L1.5、TL、SDM
• Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
• 根据相关程序和政策处理分配的任务
• Ensure Follow up mechanism is in place, target customer’s issue resolution in an optimized manner enhancing Customer Delight
• 确保跟踪机制到位，以优化的方式对客户的问题进行解决，提高客户的满意度
• Ensure consistent productivity and quality of service
• 确保持续的生产力和服务质量
• Meet SLAs and individual KPIs
• 达成SLAs和个人KPI。
• Assist Operation Support System (OSS) with problem determination & Handle any Severity 1 & 2's appropriately
• 使用操作支持系统(OSS)处理问题，处理任何严重的问题L1 & L2。
• Should manifest flexibility to support operational requirements
• 灵活的支持业务需求
• Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
• 保持最高水平的道德工作标准，并符合组织和项目的政策和程序。
• Shift timing is 9 hours which includes one hour break
• 上班时间为9小时，包括1小时休息。
• Shift & weekly off rotate every month as per business requirement
• 根据业务需求，可能会有每个月轮班。
• Read and write CET4 English skill is preferred
• 最好有CET4英文读写能力。

上班地址：天府软件园