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主题: 诚聘:微软云产品(Windows Azure和Office 365)客户支持(含JD)
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作者 诚聘:微软云产品(Windows Azure和Office 365)客户支持(含JD)   
诸葛七七





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加入时间: 2013/08/29
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文章标题: 诚聘:微软云产品(Windows Azure和Office 365)客户支持(含JD) (1699 reads)      时间: 2013-8-29 周四, 08:15   

作者:诸葛七七IT 发贴, 来自【海归网】 http://www.haiguinet.com

踊跃加入:中国最大电信中立数据中心----北京世纪互联宽带数据中心有限公司
倾力参与:微软云产品(Windows Azure和Office 365)落地中国
全情服务:中国海量云用户

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.

以下职位空缺敬请关注:
职位概述:关注客户体验,满足客户需求,解决客户问题,完成客户服务KPI.


初级客服人员:

主要工作职责:
1.作为一线客服,处理普通客户通过电话/邮件/网上提交的需求.
2.通过电话、邮件等渠道记录相关问题,正确处理/分转/升级问题.
3.工作成果需要满足客服绩效.
4.关注客户满意度,与客户保持良好的沟通.
5.协助收集相关信息,更新知识库.
6.其他被分配的任务.

任职要求:
1.本科学历
2.1年以上的客服经验,对客服系统有了解
3.流利的中英文读写能力,能完成简单英语会话
4.对产品有基本的了解
5.有基本的客户意识
6.有helpdesk经验者尤佳
7.能接受倒班性质的工作

Junior Customer Service Agent

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


高级客服人员:

主要工作职责:
1.作为二线客服,处理大客户通过电话/邮件/网上提交的需求.
2.帮助客服团队梳理、设置流程及规范
3.建立、更新培训文档
4.审查一线客服人员问题处理的正确性和规范性
5.负责内部工作流程的推进
6.对团队人员进行业务评估

任职资格:
1.本科以上学历
2.3年以上的客服经验
3.流利的中英文听说读写能力
4.对产品有较深入了解
5.丰富的业务培训和辅导能力
6.接受少量倒班任务


Senior Customer Service Agent

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


客服主管:

主要工作职责:
1.全面负责Call Center日常运作和管理,执行呼叫中心制度;
2.负责员工业绩考核及系统培训;
3.处理客户投诉,维护客户关系,提升客户满意度;
4.保持与相关部门的沟通协作;
5.分析客户资料及呼叫数据,提出并执行整改方案。

任职资格:
1.本科以上学历,具备良好的沟通及表达能力;
2.1年以上呼叫中心团队管理经验;熟悉Call center中心的运营流程、座席管理及各项工作指标的考核;
3.具备优秀的客户投诉处理技巧和经验;
4.对数据分析、客户管理有较深刻的认识;
5.具备优秀的团队激励能力,善于发现员工情绪变化,及时调整员工心态,保持团队高昂的士气。

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.


网络技术工程师

岗位描述:
1.日常维护:负责公司业务运营系统的日常维护和监控,按照公司规定解决平台故障,及时响应、处理紧急故障,维护服务器的正常运行,定期进行系统检查及数据备份、维护,保障系统安全运行;应对突发事件及时响应,如:宕机、WEB服务异常、DB异常、安全等,保证系统可用.
2.运维自动化:通过脚本语言,对故障处理经验进行固化,形成可工具化、自动化操作.
3.IT资产管理:服务器的硬件信息维护、上架和下架,了解当前主流服务器硬件,可以根据业务需要配置或选购设备.
4.网络安全:网络安全规划及部署,对系统安全,入侵检测等有一定了解,能根据服务器的情况制定相应安全措施,能跟进及解决最新的系统安全漏洞.
5.对外合作:处理与其他合作公司的技术问题(如,icp备案、信息安全管理,接入资源管理等).
6.处理部分ICP备案相关电话和审核业务.
7.上级交代的其他工作相关事宜.

任职资格:
1.有两年以上web应用服务器运维经验;
2.熟悉linux/UNIX等操作系统,熟悉Shell编程
3.掌握一种以上的脚本语言,包括但不限于Shell、Perl、PHP、Python和Lua等
4.熟练掌握web系统应用软件,对基于LAMP平台的中间件有运维经验
5.熟悉常用服务软件的安装、配置、管理及优化,能够熟练排查运维过程中出现的服务故障、系统故障、网络故障
6.了解运维相关技术,根据系统需求制定运维技术方案,开发自动化运维工具和运维辅助系统
7.可以用英文撰写工作相关文档、及流利的英文对话
8.有客户服务相关工作经验

优先条件:
有ICP备案系统、信息安全管理系统,接入资源管理平台,维护经验者优先
有IT Helpdesk或者呼叫中心经验优先


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.


售前支持

岗位描述:
1.通过电话,电子邮件,在线聊天等支持客户关于O365和Azure的售前需求.
2.在系统中准确记录客户的要求,将问题升级到相关团队.
3.根据公司的政策执行、达成和维护KPI(关键绩效指标).
4.协助收集信息和建设知识库.
5.完成其他要求的任务.

任职资格:
1.流利的英语(英语六级或同等水平)
2.良好的英文语法及拼写能力
3.书面沟通中较强的语法和准确拼写的能力
4.多客户接触和多工具中的多任务能力
5.较佳的人际交往能力,能够在团队环境中有效地开展工作,并且保持专业和积极的态度
6.客户服务经验,电话销售、维护、计费服务或技术行业的售前支持或销售经验
7.有效的倾听技巧,以确保了解客户的需求和期望结果
8.有效的软技能和情商,包括乐于助人,耐心和同理心
9.较强的主动聆听技巧,质疑(发现)的技能和能力,能够正确设定期望值
10.处理反对意见,并把它们转化为机遇的能力
11.在软件技术领域的呼入客户服务技能
12.熟悉基本的微软应用软件如Office
13.熟悉在呼叫中心使用的应用工具

优先条件:
有财务背景知识优先
有IT Helpdesk或者呼叫中心经验优先

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.

作者:诸葛七七IT 发贴, 来自【海归网】 http://www.haiguinet.com









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