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崗位職責(zé)： ? 通過(guò)電話、郵件等方式為客戶提供支持，并盡可能成功解決來(lái)自客戶的問(wèn)題（軟件及硬件相關(guān)） ? 對(duì)于無(wú)法在第一時(shí)間解決的問(wèn)題，及時(shí)升級(jí)問(wèn)題并進(jìn)行跟進(jìn) ? 主動(dòng)協(xié)助客戶避免或減少問(wèn)題的發(fā)生。參與項(xiàng)目的進(jìn)程或質(zhì)量改進(jìn)。 ? 按照流程在系統(tǒng)中記錄完整信息 ? 和其他團(tuán)隊(duì)成員合作，共同完成部門目標(biāo) 職位要求 ? 本科或同等學(xué)歷，有1-3年的相關(guān)工作經(jīng)驗(yàn)。 ? 普通話標(biāo)準(zhǔn)，并具備良好的英語(yǔ)聽、說(shuō)及寫能力 ? 良好的書面及口頭溝通能力，并具有建立及維護(hù)內(nèi)部和外部關(guān)系的能力 ? 較強(qiáng)的團(tuán)隊(duì)意識(shí)及抗壓能力 ? 解決問(wèn)題的能力 ? 有電話、郵件、聊天軟件等遠(yuǎn)程支持客戶的經(jīng)驗(yàn) ? 有計(jì)算機(jī)基礎(chǔ)能力優(yōu)先 Job Responsibility ? Handle customer assistance requests by phone, Email etc., try to resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. ? For the problems that cannot be resolved in the first contact. Escalate and follow up it on appropriately ? Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements. ? Record cases in the system according to the process. ? Cooperate with other team members to achieve department objectives. Job Requirements ? Bachelor’s degree or equivalent. Typically requires 1- 3 years general experience. ? Standard Mandarin. Good listening, oral and written English skills. ? Strong communication and coordination skills, ability to build and maintain internal and external relationships. ? Strong team consciousness, ability to work and perform under pressure. ? Problem solving skills. ? Experience in a phone based remote role, e- support, e-chat or similar. ? Familiarity with computer technology.