Service Desk Administrator

China / Customer Support

 

To provide a 24×7, multi-lingual, single contact point for our customers worldwide for software services related incidents and to enable the smooth flow of these incidents across our whole organization to the appropriate subject matter experts for both technical and non-technical requests.

Duties and responsibilities

  • Provide collaboration and communication interface between customers and subject matter experts (SME) in software services
  • Assure the total customer experience is achieved, by providing to the end customer the most complete answers
    Provide management and incident routing for non-technical and technical requests
  • Fully document every ticket, including all resolution steps
  • Handling cases within the corresponding turnaround time
  • Follow best practice ticket management processes
  • Participate in product forums and web knowledge bases
  • Maintain product knowledge up-to-day by investigating and get informed of all product releases
  • Create a positive work environment for our contact center agents
  • Attend team and/or face to face meetings with team leader
  • Be available for work at the scheduled shift start
  • Ensure constant self-development using day to day work, web based training, and any other available tool
  • Present a positive, effective and flexible contribution to achieving team targets and objectives
  • Skills and competencies
  • Solid communication skills, written and verbal in any of the following languages English, Spanish, French,
  • Portuguese, Japanese, German, French, Italian, Russian, Bulgarian, Chinese, Japanese or Korean
  • Basic knowledge of various hardware and software, including but not limited to Microsoft operating systems
  • Excellent customer service skills
  • Customer oriented ability and excellent understanding of customer impact
  • Ability to work with minimum supervision and be results driven
  • Team player

Education and experience

  • First level of university – preferable
  • 2-year customer service experience
  • Any technical certification will be a plus
  • Comfortable working with several tools at the same time
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