Comrise Inc. Network Support in China

General Summary:

The Customer Service Specialist is primarily responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with trouble shooting and problem resolution.

Principal Duties and Responsibilities:

Attempt not to list duties and responsibilities less than 10%

70%

  • Analyze customer’s issuesand questions, including inoperability or inaccessibility of a system, module or function. Take appropriate action to resolve the problem in a timelymanner to meet or exceed customer expectations

  • Track customer reported problems following ticketing procedures

  • Effectively work with NOC, and 2nd level support groups as needed for ticket resolution.

  • Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completions Dates

  • Whenever possible, resolve customer requests without additional hand-off (First-touch resolution)

20%

  • Maintain ongoing communication with internal departments (i.e.- Sales, Marketing, Product Support) to ensure customer satisfaction

  • Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades

10%

  • Ensure individual/departmental objectives are met

  • Effectively support customer communication processes

  • Complete various administrative activities (e.g. time reporting, email, vmx…)

100%

Total Time (Must Equal 100%)

Job Requirements:

  • BA/BS Degree or equivalent work experience

  • PC experience in a Windows operating environment with strong typing ability

  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred

  • Excellent interpersonal, verbal, and written communications

  • Demonstrated problem-solving ability

  • Ability to prioritize and handle multiple tasks simultaneously

  • Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends and holidays, ability to work unsupervised

  • Ability to proactively anticipate customer needs and make recommendations to meet those needs

  • Minimum of 2 years experience in the telecommunications industry preferred

  • Minimum of 2 years of customer service experience

  • Ability to work in a multiple shift environment covering 24 x 7 x 365

  • Demonstrated success in a team-oriented environment preferred

  • Bi-lingual preferred (English and Spanish, Portuguese, Mandarin…)

Disclaimer Statement:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. It is not designed to be utilized as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job.

nbsp; Effectively support customer communication processes

  • Complete various administrative activities (e.g. time reporting, email, vmx…)

100%

Total Time (Must Equal 100%)

ID: 2017-27259

职位所在城市: 北京

Internal Category (CN): Customer relation/service

Industry (CN): IT

External Company Name: Comrise Technology

External Company URL: www.comrise.com