Customer Support Agent 客户支持专员
璨朗汽车咨询（上海）有限公司
- 公司规模：少于50人
- 公司性质：外资(非欧美)
- 公司行业：计算机软件 计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2014-05-05
- 工作地点：上海
- 招聘人数：1
- 工作经验：一年以上
- 语言要求：英语良好
- 职位月薪：面议
- 职位类别：行政专员/助理 市场助理
职位描述
JOB DESCRIPTION 职位描述
Customer Support Agent 客户支持专员
Xenon Shanghai 璨朗 上海
RESPONSIBILITIES 工作职责
? Answer calls at our customer support helpdesk as second line support for software products.
? 作为软件项目的二线电话支持，在客户支持服务台接听电话。
? Identify and resolve issues raised by callers without in-house technical team.
? 用过远程电话与客户的技术团队识别及解决问题。
? Search for solutions to issues using our internal knowledge base.
? 通过内部资料库搜索解决方案。
? Record issues that are reported in our knowledge base and issue tracking system and create procedures to improve our service level.
? 将问题，漏洞记录在内部资料库中并创建新的程序来提高我们的服务。
? Work with Project Managers and our engineering team to find solutions to issues.
? 与项目经理及开发团队协作交流并建立解决方案。
? Follow up by email and phone with first line support teams at our clients with solutions to issues.
? 通过电子邮件跟进客户技术团队并报告问题解决方案。
? Stay up to date with the development and evolution of the software products you support.
? 时刻跟进所跟进软件项目进展。
REQUIREMENTS职位要求
? Native Chinese speaker with excellent verbal and written communication.
? 普通话流利并具有良好口头表达与书写交流能力。
? Customer interaction and service skills.
? 具有互动交流及客户服务的技巧。
? Experienced phone manner, confident speaking and listening to calls.
? 能在电话中自信交流并能抓住重点。
? Ability to accurately type issues into our system.
? 具有将问题准确记录在内部资料库的能力。
? Attention to detail, analysing problems and independently finding solutions.
? 注重细节，并有独立分析解决问题的能力。
? Experience using an iOS device with an understanding of how to use an iPhone/iPad.
? 具有iOS 设备的经验并熟知软件和系统运作方式。
? IT knowledge is a plus
? 熟悉IT知识者优先
? Previous customer support experience is a must; in the IT industry is a plus.
? 须有客户支持经验；在IT领域优先
? Fluency in spoken and written English (CET4 preferred).
? 英语说写流利（大学英语四级优先）
? Working at weekends if it is required.
? 根据项目需要，或将有周末工作安排。
APPLY 申请
All applications must be accompanied by a cover letter explaining why you feel you are the right candidate for the position and your resume.
所有申请者必须附上求职函与简历，请在求职函中阐明适合此职位的原因。
Since we are looking for a high level of attention to detail, it is likely that applications that do not include the above will not be considered.
我们寻求注重细节的人才，若您的申请不包含以上要求，申请或将不被受理。
Please email your application to queenie@wearexenon.com
请将您的申请发送至：queenie@wearexenon.com
Customer Support Agent 客户支持专员
Xenon Shanghai 璨朗 上海
RESPONSIBILITIES 工作职责
? Answer calls at our customer support helpdesk as second line support for software products.
? 作为软件项目的二线电话支持，在客户支持服务台接听电话。
? Identify and resolve issues raised by callers without in-house technical team.
? 用过远程电话与客户的技术团队识别及解决问题。
? Search for solutions to issues using our internal knowledge base.
? 通过内部资料库搜索解决方案。
? Record issues that are reported in our knowledge base and issue tracking system and create procedures to improve our service level.
? 将问题，漏洞记录在内部资料库中并创建新的程序来提高我们的服务。
? Work with Project Managers and our engineering team to find solutions to issues.
? 与项目经理及开发团队协作交流并建立解决方案。
? Follow up by email and phone with first line support teams at our clients with solutions to issues.
? 通过电子邮件跟进客户技术团队并报告问题解决方案。
? Stay up to date with the development and evolution of the software products you support.
? 时刻跟进所跟进软件项目进展。
REQUIREMENTS职位要求
? Native Chinese speaker with excellent verbal and written communication.
? 普通话流利并具有良好口头表达与书写交流能力。
? Customer interaction and service skills.
? 具有互动交流及客户服务的技巧。
? Experienced phone manner, confident speaking and listening to calls.
? 能在电话中自信交流并能抓住重点。
? Ability to accurately type issues into our system.
? 具有将问题准确记录在内部资料库的能力。
? Attention to detail, analysing problems and independently finding solutions.
? 注重细节，并有独立分析解决问题的能力。
? Experience using an iOS device with an understanding of how to use an iPhone/iPad.
? 具有iOS 设备的经验并熟知软件和系统运作方式。
? IT knowledge is a plus
? 熟悉IT知识者优先
? Previous customer support experience is a must; in the IT industry is a plus.
? 须有客户支持经验；在IT领域优先
? Fluency in spoken and written English (CET4 preferred).
? 英语说写流利（大学英语四级优先）
? Working at weekends if it is required.
? 根据项目需要，或将有周末工作安排。
APPLY 申请
All applications must be accompanied by a cover letter explaining why you feel you are the right candidate for the position and your resume.
所有申请者必须附上求职函与简历，请在求职函中阐明适合此职位的原因。
Since we are looking for a high level of attention to detail, it is likely that applications that do not include the above will not be considered.
我们寻求注重细节的人才，若您的申请不包含以上要求，申请或将不被受理。
Please email your application to queenie@wearexenon.com
请将您的申请发送至：queenie@wearexenon.com
公司介绍
Xenon Automotive consulting (Shanghai) Co., Ltd—We are a team of automotive retail experts. We revolutionise the entire automotive lifecyle and create a truly connected experience for the customer.
We bring brands closer to their customers and help owners engage with their cars.
We are passionate about working with car brands that truly value customer experience. We focus on innovation and we’re looking for people who think the same way. Our people are what make us great.
We’re looking for awesome analysts, innovation strategists, experience designers, product architects, world class engineers and inventors. Help us to keep changing the game in automotive retail.
We innovate car retailing, shift focus to experience, accelerate customer engagement and drive loyalty.
WE ARE XENON
For more information, please go to: www.wearexenon.com
璨朗汽车咨询有限公司
我们是专业的汽车团队
我们拉近顾客与品牌的距离
帮助车主与汽车实现更紧密的交互
我们专注于：汽车咨询 客户体验设计 系统集成 技术开发 方案部署 产品支持等项目
我们借助一系列革命性的App
将崭新的理念融入到顾客体验的每个环节
顾客与经销商的关系将变得前所未有的紧密
更多资讯请登录：www.wearexenon.com
We bring brands closer to their customers and help owners engage with their cars.
We are passionate about working with car brands that truly value customer experience. We focus on innovation and we’re looking for people who think the same way. Our people are what make us great.
We’re looking for awesome analysts, innovation strategists, experience designers, product architects, world class engineers and inventors. Help us to keep changing the game in automotive retail.
We innovate car retailing, shift focus to experience, accelerate customer engagement and drive loyalty.
WE ARE XENON
For more information, please go to: www.wearexenon.com
璨朗汽车咨询有限公司
我们是专业的汽车团队
我们拉近顾客与品牌的距离
帮助车主与汽车实现更紧密的交互
我们专注于：汽车咨询 客户体验设计 系统集成 技术开发 方案部署 产品支持等项目
我们借助一系列革命性的App
将崭新的理念融入到顾客体验的每个环节
顾客与经销商的关系将变得前所未有的紧密
更多资讯请登录：www.wearexenon.com