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    韩语技术支持

    来源: 计算机软件硬件 | 2018-08-09 11:39:03

    辽宁大连  腾飞软件园

    0411-82306477  [email protected]

    某知名美资企业  韩语技术支持  长期  


    Job Description – Support Analyst(Application Support)

    Purpose of role 
    The Support team provides product support to CDK customers in Asia. The primary focus of the Support Analyst is to respond to and resolve customer queries and problems regarding their CDK products and services, and where necessary escalate to and coordinate with other departments to resolve customer’s problems and requests. 
    This role requires someone who is resourceful and well organised, with excellent communication, analytical and problem solving skills, who is prepared to take responsibility for successful enquiry resolution, and has a passion and commitment to providing service excellence. 

    Key Duties & Responsibilities 
    ? Taking ownership of support customer enquiries and requests from start to end
    ? Dealing with a wide variety of enquiries from customers from call start to closure, escalating when necessary 
    ? Actively and efficiently logging support case data and achieving First Contact Fix wherever possible 
    ? Communicating cooperatively with team members, other departments and management, to deliver timely resolution of customer issues and improve customer satisfaction
    ? Producing reuseable knowledge articles for customers and associates, to address the enquiries  
    ? Liaising with other CDK teams or departments to develop and to maintain high levels of customer service and effective resolution of customer enquiries. 
    ? Working with the Team Leaders to ensure daily activities are focused on achievement of departmental and customer objectives
    ? Working hours :
    ? 0800-1700, 0900-1800 or 1000-1900 including 1 hour lunch time
    ? 5-day work every week, but rostering weekends and national holidays 

    Key Results Indicators & Measures of Success 
    ? Service responsiveness, productivity and time to resolution to agreed standards 
    ? Calls logged and customer follow up completed within deadlines 
    ? Positive engagement and customer satisfaction demonstrated by customer feedback from Customer Satisfaction Survey 

    Achievement of departmental objectives 
    ? Demonstrable contribution to continual improvement of support processes and practices 

    Qualifications, Skills / Knowledge & Experience 
    ? Bachelor degree in IT, Business or related discipline


    年薪:

    15-20万

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