This is a position with Shanghai Blue Cloud Technology Co., Ltd., a wholly owned subsidiary of Beijing 21Vianet Broadband Data Center Co., Ltd. (“21Vianet”). 21Vianet operates and offers cloud computing services based on Windows Azure and Office 365 technology licensed from Microsoft.
Job Description
1.Support customers’ requests via phone, email, online chat. Etc.
2.Recording customer’s requests in the system accurately, and define the issue so as to escalate to relevant team accordingly.
3.Performs, meets and maintains KPI (Key Performance Indicators) for company’s policies.
4.Focus on customer satisfaction.
5.Assist in collecting information and building the KB.
6.Complete other additional tasks as required.
Requirements
1.Bachelor degree
2.At least 1 year experience in customer service area, familiar with CRM system
3.Fluent in English (CET-6 or equivalent level)
4.Basic knowledge about cloud product
5.Good sense of customer service
6.Helpdesk experiene is a plus
7.Familiar with 7*24 support work shift
Job Description
1.Support enterprise customers’ requests via phone, email, online chat. Etc.
2.Assist in building up team policy/workflow.
3.Build training documents.
4.Monitor junior agents' work.
5.Drive the continuous improvement of team workflow.
6.Drive team QA.
Requirements
1.Bachelor degree
2.At least 3 years experience in customer service area
3.Fluent in English (CET-6 or equivalent level)
4.Deep knowledge about cloud product
5.Experience in training and mentor
6.Familiar with 7*24 support work shift
Responsibilities:
1.Overall management of call center.
2.Drive team KPI/QA and training.
3.Deal with customer complaint, maintain relationship with customers, improve customer satisfaction.
4.Collaborate with relavent functions.
5.Analysis data and make reports, drive improvements.
Requirements
1.Bachelor degree, strong communication skill
2.At least 1 year experience in call center management, familiar with call center workflows, agent KPI/QA management
3.Excellent skills of handling customer complaints
4.Deep knowledge about data analysis and customer relationship management
5.Strong ability of improving working atmosphere.
Job Description:
1.Daily Maintenance:Responsible for the daily maintenance and monitoring of the business operating systems of the company: according to company rules, resolve platform fault, respond to and handle emergency fault timely, maintain the normal operating of the server, conduct system inspection and data backup/maintenance regularly, ensure the secure operating of the system, respond to emergencies (e.g. downtime, WEB server exceptions, DB exceptions, security, etc.) timely, to ensure the availability of the system.
2.Operation & Maintenance (O&P) Automation:Summary and solidify all the fault handling experiences via scripting language, so as to form instrumentalizing and automating operations.
3.IT Asserts Management:The info maintenance, adding and removing of server hardware, familiar with current mainstream server hardware, and configure or purchase devices according to business requirements.
4.Network Security:Planning and deployment of network security, have certain understanding on system security and intrusion detection, can develop relevant security measures based on the server situation, can follow up and resolve latest system security vulnerabilities.
5.External Cooperation:Process technical problems involving other cooperation companies (e.g. ICP registration, info security management, accessing resources management, etc.).
6.Handle part of phone calls of ICP registration and verification business.
7.Other relevant works assigned by superior.
Qualification:
1.Above 2 years’ experience of O&P of web application server.
2.Familiar with OS such as linux/UNIX, familiar with Shell programming.
3.Good command of over 1 script language, including but not limited to Shell, Perl, PHP, Python and Lua, etc.
4.Good command of web application software, with O&P experience in the middleware based on LAMP platform;
5.Familiar with the installation, configuration, management and optimization of common service software, can troubleshoot the service fault, system fault and network fault occurred during the process of O&P;
6.Understand O&P related technologies, can formulate technical solutions of O&P according to system requirements, and develop automating O&P tools and O&P auxiliary systems;
7.Proficient in both written and oral English, can write work related documents in English;
8.With customer service experience.
Preferred Conditions:
With maintenance experience in ICP registration system, info security management system, accessing resources management platform will be preferred.
With experience in IT Helpdesk or Call Centre is a plus.
Job Description
1.Support customers’presales request with regard to O365 and Azure via phone, email, online chat. Etc.
2.Recording customer’s requests in the system accurately, and define the issue so as to escalate to relevant team accordingly.
3.Performs, meets and maintains KPI (Key Performance Indicators) for company’s policies.
4.Assist in collecting information and building the KB.
5.Complete other additional tasks as required.
Requirements
1.Fluent in English (CET-6 or equivalent level)
2.Good grammar and spelling in written communications
3.Ability to multitask among multiple customer contacts and tools
4.Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner
5.Previous Customer Service and Sales experience in Telesales, Retention, or Billing in the Services or technology industry
6.Effective listening skills to ensure understanding of customer needs and desired out-comes
7.Effective soft-skills and emotional intelligence, including helpfulness, patience and empathy
8.Strong active listening skills, questioning (discovery) skills and ability to properly set expectations
9.Ability to handle objections and turn them into opportunities
10.Inbound customer service skillset in field of software technologies
11.Familiar with basic Microsoft application software such as Office
12.Familiar with application tools used at call centers
Preference:
Financial Backgrounds
Experience in IT Helpdesk or Call Center.