Duties and Responsibilities:
- Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer
- Verifies all contact information
- Creates service requests within supplied Customer Relationship Management (CRM) system
- Documents problem definition
- Documents and logs all contacts and actions into database per specified guidelines
- Files appropriate data (soft and hard copies)
- Provides direction to customers promoting online self-service and web based solutions
- Creates temporary “work-around” for immediate customer issues when appropriate
- Uses a lab to simulate customer environment and issues as necessary to replicate & resolve
- Serves as escalation point for eService requests
- Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”
- Provides customers with existing Service Request status and routes call appropriately
- Handles RMA issuance and guidance to promote self-service RMA tracking
- Remains knowledgeable of performance requirements, product line and service offerings
- Maintains awareness of and compliance with all personnel policies
- Achieves specified performance goals
- Additional responsibilities as required
Requirements:
- Degree in Information Technology (Network – Preferred)
- Proficiency in Mandarin & English, both verbal & written
- Experience in customer/technical support and knowledge of CRM software (Preferred)
- Proficient working in a Windows environment with multiple applications and navigation between applications to research information (Preferred)
- Customer Service Skills
- 9am shift
If you are interested in this opportunity, please apply online today.