晶世科技（深圳）有限公司北京分公司

职位：Universal Customer Service Agent
发布时间：2007-06-12
工作地点：上海
信息来源：前程无忧
职位类型：全职
职位描述
Roles & ResponsibilitiesThe Customer Service Representative (CSR) provides assistance to customers via various customer service channels. The chat customer service answers incoming chats from Partners, MSDN and TechNet subscribers, Small Business and Windows Server 2003 customers who are seeking technical resources on Microsoft Enterprise and developer products, licensing information (product licensing along with program licensing), and customer service questions relative to their partnership or subscription. In the mean while, the CSR will also capable of doing entitlement, routing and screening for Microsoft Technical Support services; deliver Customer Service solutions (e.g. product keys, product activation, general inquiries, licensing inquires); service customer and partner needs for Technical assistance regarding known issues (i.e. documented issues, distribution of hotfixes, virus solutions, and KB articles). Requirements and SkillsTechnical Searches/Knowledge
-Locate documented technical solutions for customers issue.
-Ask probing questions to clarify/determine customer’s issue.
-Escalate problems as necessary to Tech Leads or chat help aliases.
-Know the resources available to team and to customers.
-Good overall Enterprise product knowledge in the areas of technical, sales and licensing.Effective Communication
-Proficiency & comprehension of local languages to be supported
-Typing skills – minimum 40 WPM
-Great customer handling skills and demonstrate ability to recover from dissatisfied
-customer situations.
-Excellent verbal / written communication skills (to be verified via formal testing)
-Excellent active listening skills (to be verified during interview stage)
-Sound analytical problem solving skills; linear and logical troubleshooting skills (to be determined during interview process)
-Utilize effective written skills to communicate with customers in a professional manor
-Strong real
-time communication in written English
-Be able to effectively communicate cross group with US Team Manager, US Tech Leads and various Microsoft teams.
-Strong Teamwork skills with peers through written methods (Chat and email)Technical Knowledge:
-Windows Server knowledge including 2003 and Small Business Server
-Networking (DNS, TCP/IP)
-Exchange Server Knowledge
-Enterprise Server knowledge (SQL, SMS, Etc…)
-Knowledge of Active Directory
-Knowledge of Visual Studio Products and .Net Framework
-Windows XP and Office SuiteOther Requirements:
-Excellent demonstrated customer service skills, one year customer service experience is preferred in email or chat.
-Excellent written and verbal communication skills in English.
-Enthusiasm for and experience with Microsoft products, and passion for Microsoft technologies.
-Working knowledge of Personal Computers. Working knowledge of hardware, networking and storage technologies and familiarity with architecture of Intel
-based PCs is preferred.
-Ability to assist customers with complex enterprise technical issues.
-Experience and cultural awareness in working with customers in other geographies.
-Strong teamwork attitude and self
-drive is key.
-Ability to work in a fast paced environment with little supervision.
-MCP Certified in at least one of the technologies supported is preferred. 公司简要介绍：
晶世科技是Comtech 集团（NASDAQ上市公司）成员。我们的使命是提供给客户优秀的工程技术，公平合理的价格以及毋庸置疑的高质量服务。我们提供的工程技术服务除在嵌入式操作系统外，更专注于数字流媒体等软硬件技术以及相关解决方案，为客户创造最大化的价值。 我们管理团队的领导者在中美两地的计算机领域均具备多年丰富技术管理经验；我们的技术团队成员现分布在各个国际知名企业，例如微软，HP，Cingular, and Texas Instruments.另外，晶世科技是微软在中国的重要合作伙伴。设立了微软的专业实验室，致力于流媒体软件，数字化产品，商用软件，以及微软专业化测试工具等多方面领域的工作；并曾经与微软美国总部人员一起推动微软硬件产品从概念到大规模生产的进程；目前我们凭借着高素质的研发团队及具有Windows/Win CE 及流媒体方面的专家，采用自主知识产权的核心技术，设立了无线实验室及流媒体实验室，皆在利用优秀的管理，高水准的研发，为我们的客户带来最大化的利益。伴随公司规模的逐步扩大与业务发展需求，北京分公司与上海分公司成立于2004 年8月；迄今为止，晶世科技已在中国香港，美国，北京上海均建立分支机构，并与Microsoft，Equator，InfoGation，Broadcom，UTStarcom，华为等多家世界一流企业广泛开展技术与市场方面合作。如果您具有聪明的头脑；坚韧不拔与追求完美的精神如果你致力于发展成为一名优秀的高级技术型管理人才那么就请加入我们晶世科技大家庭，我们诚挚的欢迎您我们坚信公司的成长，成功与发展，您的力量将会是不可或缺的一部分。GEMS Lab Corporation is a subsidiary of Comtech, a public traded NASDAQ company. Our mission is to provide our clients with excellent engineering services at cost-effective prices, without compromising high quality. We offer engineering services on embedded systems especially in mobility and digital video streaming solutions, including software and hardware. Our management team at GEMS Lab Corporation are leading experts in the IT industry and have many years of management experience in the United States and China. Our team members have worked at companies such as Microsoft, HP, Cingular, and Texas Instruments. In addition, GEMS Lab Corporation is one of the most important partners for Microsoft Asia Center for Software in China, and setting up MS specialty labs for Media software work, such as digital products, business software, developing, testing, etc. We and personnel from MS HQ push Microsoft software and hardware products process from concept to large-scale producing together in order to launch top-ranking products to market much sooner. Simultaneously weve set up wireless Labs and Media Labs with our high-qualified development teams and experts who are rich experienced in Window CE and media in order to bright our clients much more profits.With rapid development in our scale and business, Beijing and Shanghai offices have been established in Aug., 2004. Till now, GEMS branches have covered Hongkong, USA, Beijing and Shanghai, weve cooperated with Microsoft, Equator, InfoGation, Broadcom, UTStarcom in technology and market.Standard testing flow and management, and full of temptation environment make you feel advanced known IT management and atmosphere!If you are smart, responsible and pursuing excellence;If your interest is beginning at becoming an excellent program developer;Come on join us! We are looking for you!公司地址：北京:海淀区中关村南大街甲18号北京.国际A座三层Room302,Tower A,New Logo International Building,No.18 Zhongguancun South Street,Haidian District,Beijing, 100081,PRC上海:长宁区娄山关路85号东方国际大厦A座1301室Room 1301,Tower A, Orient International Plaza,No.85,Loushanguan Road. Changning District,Shanghai.200336.PRC深圳：南山区科技园高新南一道飞亚达大厦15层东1501Suite 1501 East,FLYTA Building,High-tech Industrial Park,Nanshan,Shenzhen,518057,PRC 公司网站： ww***com[点击查看]
地 址： 上海市长宁区娄山关路85号东方国际大厦A座1301室
邮政编码： 200336
联 系 人： 蔡小姐 王小姐 张小姐
电子邮箱： yunqi.cai@
电 话： (021)-62706352
电子邮箱： tracy.wang@
电子邮箱： carrie.zhang@