技术支持工程师/Customer Solutions Specialist

12 hours ago

Shanghai, Shanghai, China 映思软件技术(上海)有限公司 Full time

该职位来源于猎聘 技术支持工程师/Customer Solutions Specialist 岗位职责: 1.为我们的客户和合作伙伴提供企业级的产品支持,包括聊天和票务。让我们的客户最大限度地利用我们的平台,并发展他们的业务。 2.管理支持案例,确保问题被及时记录、跟踪、解决和跟踪。 3.提供内部和外部知识库支持文档,以推动最佳实践。 4.建立,诊断,故障排除,确定解决方案,及时有效地解决客户和系统问题。 5.成为我们的平台专家,识别常见的客户挑战,与跨部门合作解决客户需求和产品建议 岗位要求: 1.全日制本科或以上学历,计算机科学,金融,商业,市场营销等; 2.在以下领域有2-4年以上工作经验者优先: 客户技术支持,全球支持,在SaaS业务中工作,市场营销经验,前端开发,熟悉api、ftp等概念; 3.优秀的沟通者,有很强的人际交往能力,能够理解和解释复杂的技术概念给你的听众 4.有条理,善于时间管理 5.具有团队合作精神,适应能力强 6.责任心强,工作积极主动 7.发现、研究和解决问题的好奇心 8.优秀的多任务处理能力,能够独立工作 9.熟练使用Word/Excel/PPT等软件。强大的文档编辑能力 10.中英文流利(说、写) 11.以客户为中心,商业驱动,服务导向 12.下属/合作伙伴营销行业经验(优先考虑) What You'll Do:

  • Provide enterprise-level Product Support to our customers and Partners, covering chat and ticketing. Empower our customers to get the most out of our platform and grow their businesses.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
  • Contribute to internal and external knowledge Base Support documentation to drive best practice.
  • Arching, diagnosing, troubleshooting, identifying solutions to resolve customer and system issues promptly and efficiently.
  • Become our platform expert, identify common customer challenges, work with cross-department on customer needs and product suggestions About You:
  • Bachelor's degree, Computer science, finance, business, marketing etc
  • Experience (2-4+ years) in all of these areas is preferable:
  • Customer Technical Support
  • Global Support
  • Working in a SaaS business
  • Marketing exposure or experience
  • Front-end development
  • Familiarity with concepts like APIs, FTPs
  • Excellent communicator with strong interpersonal skills, the ability to understand and explain complex technical concepts to your audience
  • Organized, excellent at time management
  • Team player with great adaptability
  • Strong sense of responsibility, motivated self-starter
  • Curiosity to identify, research and solve problems
  • Great multitasker, ability to work independently
  • Proficiency in Word/Excel/PPT and other software. Strong document editing ability
  • Fluent in both English and Chinese (spoken and written)
  • Customer Focus, Commercial Drive, Service-oriented mindset
  • Affiliate/Partnership Marketing industry experience (preferred)

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