倫塔股份有限公司
Technical Service Specialist (24/7 support team) 技術服務專員 (輪值人員)
10/17 Updated
Full-time
Mid to Senior Level
Salary & Location
Salary negotiable
(Regular monthly salary of NT$40,000 or above)
台北市內湖區
Required
Language Requirements
Chinese
聽/精通、說/精通、讀/精通、寫/精通
English
聽/中等、說/中等、讀/中等、寫/中等
Work Experience
2年以上
Job Description
Job Description
We are looking for a 1st line support service representative to assist our client with technical problems when using our products and services.
Technical Service responsibilities primarily include resolving client queries, recommending solutions, and guiding product users through features and functionalities. In addition, this role also keeps eyes on the monitoring of the performance of production IT Systems and be the point of contact for escalation for clients and internal groups.
To be qualified for this role, you must believe in the power of collaboration, guide your daily interactions and behaviors as such, and strive to steadily maintain and improve the effectiveness of collaboration among partner teams and clients.
Duties and Responsibilities
● Client support
● Take end-to-end ownership of client issues, including initial troubleshooting, identification of root cause, issue resolution, and final close-out communication
● Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services
● Properly escalate unresolved issues to appropriate correspond teams (e.g., Tier1/Tier2 support)
● Follow up with clients to ensure their technical issues are resolved and ensure all issues are properly logged.
● Take appropriate steps to bring any open support cases to resolution in a timely manner.
● Under general supervision, in a 24/7 in-bound contact center environment, respond to client queries in a prompt and accurate way, via email and instant messaging channels.
● System monitoring and escalations
● Be the contact for system, service, and operation activity monitoring communication ensuring that all issue is aware and within handle.
● Proactively monitor system performance and apply with an effective solution
● Report and update business stakeholders effectively when high urgency incident occurs
● Function as the first point of escalation contact for clients and internal groups
Number of Openings
1~1人
Educational Requirements
大學(學院)以上
Work Schedule
專職大夜班者尤佳
Leave Policy
依公司規定
Job Skills
Customer Information Collection
Customer Complaint Handling
客戶情報蒐集 客訴案件處理
Job Category
Text Customer Service
Other Customer Service Personnel
台北市內湖區
網際網路相關業
"Brighten your career with us! "
倫塔 LUANTA LIMITED，是一間致力於B2B企業技術服務的公司；我們以提供最佳技術服務品質為願景，提供產品諮詢服務、軟體系統監控服務以及軟體整合技術支援等。
憑藉著強大的服務流程設計及持續精進的專業能力，倫塔要打造業界最頂尖的產品技術支援服務團隊。
Luanta Limited is a company that provides B2B technical support services. We provide 24/7 continuous support to keep the products running at their best. And are always striving to deliver the highest standard in first line technical support, to meet even the toughest business needs of our corporate customers.
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