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 [分享]全球IT名企高薪急聘多个it support 职位 （英日双语） |
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lenahunter
头衔: 海归少校
性别:  年龄: 40
加入时间: 2009/11/18
文章: 90
海归分: 13840
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作者：lenahunter 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
更多职位详情或优秀者有特定擅长领域及目标
请联系猎头 lena- msn:[email protected] qq:1262037934
Tech Support Coordinator II
Job Type: Full-Time
Job Description:
Our Employees
Are valued and empowered, collaborative and team oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.
Position Summary
Assist Support department by managing all inbound phone calls, ensuring short hold times. The TSC typically spends 7 to 8 hours per day supporting customers over the phone as well as via email.
Primary Responsibilities
Answer inbound customer phone calls
Monitor/Process inbound e-mail correspondence for support
Provide assistance enabling Web Support Portal accounts and resolving CSP issues
Create support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
Update existing support cases with a clear description of the customer’s issue
Enforce paid support policy to ensure customers are receiving the support to which they are entitled
Set appropriate customer expectations based on response time guidelines
Follow managerial notification guidelines based on case priority
Take ownership and solve licensing cases for internal and external F5 customers
Alert Support Management in regards to urgent support situations
Notify F5 Sales and make notation on customer accounts when one necessary
Provide assistance enabling Web Support Portal accounts and resolving CSP issues
Assist customers with capturing necessary data for troubleshooting and sending information to F5 Networks via email or FTP
Provide backup for RMA Coordinator
Assist with projects as needed that relate to TSC Team
Qualifications
Fluency in Japanese
Advances English
Basic understanding of TCP/IP and layers 2 & 3
Proficient with Windows 2000/2003/XP and Outlook
VLAN – setup and implementation
Experience cabling
Technical certifications preferred
Proficient in two Desktop Operating Systems (ie: Windows, Mac, Linux, BSD)
Associates degree in a technology field or equivalent work experience
1 year call center experience
1 year Technical Support experience
Excellent customer service skills
Troubleshooting skills
Ablility to work through problems with minimal help or supervision
Case management/follow-up experience
Ability to multitask
Excellent oral and written communication
Proven ability to follow processes and procedures
Ability to work on a team
Ability to type 35 WPM
Experience with Clarify a plus
Analytical thinker with strong attention to detail
Reliable and punctual track record
Physical Demands and Work Environment
Duties are preformed in an office environment while sitting at a desk or computer table.
Ability to utilize a computer keyboard
Communicate on the telephone via headset
Ability to read material on computer monitor
Ability to read printed out material
更多职位详情或优秀者有特定擅长领域及目标
请联系猎头 lena- msn:[email protected] qq:1262037934
作者：lenahunter 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 [分享]全球IT名企高薪急聘多个it support 职位 （英日双语） -- lenahunter - (3286 Byte) 2010-3-15 周一, 15:18 (1232 reads)
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