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[国内中介招聘] 万宝盛华- 500强欧美企业招聘日语IT技术支持- Shanghai

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发表于 2013-1-30 15:37:39 | 显示全部楼层 |阅读模式
本帖最后由 潘妮 于 2013-1-30 16:27 编辑

职位一:工作职责:
•        是用远程连接工具和纠正措施为终端用户诊断潜在问题和提供解决方案;
•        提供基础电话技术支持,包括笔记本,台式电脑,掌上电脑,打印机等硬件问题,及Window操作系统,Office, Lotus Notes, Smart Suite 及其他软件问题;
•        回答关于安装、操作、配置、自定义和指定产品的基本问题;
•        运用基本诊断技术识别问题,调查原因并提供解决方案;
•        为不同客户提供有效的电话技术支持;
•        向上级上报疑难问题;
•        电话排除故障能力,但若必要,上报超越技术能力范围的疑难问题;
•        处理转入的产品/客户电话;
•        将疑难问题上报至远程支持工程技术人员;
•        确保客户对电话支持的满意度,或确保向客户提供备用的问题解决方案;
•        确保与管理和技术支持团队成员的有效沟通;
•        遇到工作冲突,客户投诉或硬件/软件故障时通知主管;
•        灵活工作时间,倒班制;
技能要求:
•        大专或同等学历以上;
•        良好IT知识背景(操作系统、应用软件、网络和IT基础设施);
•        擅长解决故障诊断问题;
•        日语听说能力熟练,基本英语听说能力;
•        良好沟通技巧及客户服务意识;
•        至少一年相关工作经验,有外企信息技术公司电话客服经验更佳;
•        A+,MCP,MCSE等证书为佳;

Key Responsibilities:
•        Be responsiblefor providing the entry leveltelephone technical support for hardware such as: Laptops, Desktops, PDA’s, and Printers,andproviding software technical support for products suchas: Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, Smart Suite and other proprietary software.
•        Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
•        Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
•        Typically provides effective telephone technical support for various clients.
•        Escalates complex problems to higher level ofexpertise within organization.
•        Provides Level 1 support to end users to resolve incidents and diagnose underlying problems using remote connection toolset and implement corrective actions.
•        Handles calls within product/client phone queues as directed.
•        Performs required troubleshooting on all calls, and escalates, as necessary, any calls outside agent’s established technical knowledge boundaries.
•        Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
•        Ensures customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution.
•        Effectively communicates with members of management and technology support teams.
•        Informs supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.
•        To work in a shift pattern and be flexible.
Skills/Experience Required:
•        Good IT knowledge &background (OS, Application software, Networks & IT infrastructure).
•        Good at solving trouble shooting application problems.
•        Good command of oral Japanese, capable to read and write English.
•        Good communication skills and customer services oriented.
•        At least 1 year relevant work experience; telephone customer service experience within multi-national IT companies is preferred.
•        Completed Technical Certifications such as A+, MCP, MCSE are preferred.

职位二:
This role, based in Shanghai, will be responsible for providing Level 1 support to end users to resolve incidents and diagnose underlying problems using remote connection toolset and implement corrective actions. Further responsibilities include:
Providing the entry level telephone technical support for hardware such as: Laptops, Desktops, PDA’s, and Printers, and providing software technical support for products such as: Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, Smart Suite and other proprietary software, the successful candidate will be able to answer basic questions about installation, operation, configuration, customization and usage of assigned products.
Other key responsibilities include:
•        Ability to apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
•        Typically provides effective telephone technical support for various clients.
•        Escalates complex problems to higher level of expertise
•        Handles calls within product/client phone queues as directed
•        Performs required troubleshooting on all calls, and escalates, as necessary, any calls outside agent’s established technical knowledge boundaries
•        Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
•        Ensures customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution
•        Effectively communicates with members of management and technology support teams.
•        Informs supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.
•        To work in a shift pattern and be flexible
Skills/Experience Required:
•        Minimum of a college diploma or GED required.
•        Good IT knowledge & background (OS, Application software, Networks & IT infrastructure).
•        Good at solving trouble shooting application problems
•        Good command of oral Japanese, and written and oral English
•        Good communication skills and customer services oriented
•        At least 1 year relevant work experience; telephone customer service experience within multi-national IT companies is preferred
•        Completed Technical Certifications such as A+, MCP, MCSE are preferred

如果您对以上职位感兴趣,请讲简历发送至mp0115@manpower.com.cnmp2307@manpower.com.cn,谢谢!

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发表于 2013-2-26 13:36:44 | 显示全部楼层
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