客户支持代表 - 日语双语
Customer Support Rep. -Japanese Bilingual
职位描述
1. 职位名称
客户支持代表
2. 工作职责
通过电话和电子邮件处理与服务相关的客户咨询、故障和投诉。
指导网络运营商排查电路中断和可用性问题。
与应用服务提供商/经销商沟通，以回应客户咨询。
为客户提供远程指导，以确定互联网连接中断的原因。
为客户提供建议，指导其使用应用程序和互联网相关服务。
当服务工单的工作级别超出一级支持范围时，将问题工单升级至工程团队。
管理持续的服务工单并确保达到预期的服务水平。
及时向客户发送计划内或意外的服务中断通知。
针对数据中心相关的问题和故障，创建适当的工单。
根据需要创建、修订和翻译手册、文档和报告。
正常工作时间为东部标准时间（EST）上午9点至下午5点。
在团队合作下，覆盖太平洋标准时间（PST）上午9点至下午5点的工作时间（周一至周五，即周一至周五上午12点至下午8点EST），如客户支持代表缺席，则由其他人员覆盖太平洋标准时间（PST）上午9点至下午5点的工作时间。
从专业服务部门收集信息，以便进行局域网（LAN）支持及其故障排查。
为客户提供局域网（LAN）支持及其故障排查的指导手册。
与客户支持人员分享信息，带领他们进行局域网（LAN）支持及其故障排查。
3. 汇报关系
该职位向客户支持经理和/或专业服务总经理和/或首席运营官汇报。如需，总裁兼首席执行官将指定其他相关人员。
最初发布于Himalayas
查看英文原文
Job Description
1. Title of Job
Customer Support Representative
2. Description of Responsibilities
Responds to service related customer inquiries, trouble, and/or complaints by phone and email.
Instructs network carriers to troubleshoot circuit outages and usability issues.
Communicates with application service providers/resellers to respond to customer inquiries.
Provides customers with remote instructions to isolate the cause of Internet connection outages.
Provides customers with basic instructions on the use of the application and internet related services.
Escalates trouble tickets to the engineering team once the work level of a service ticket is beyond the scope of the 1st level support.
Manages ongoing service tickets and ensure the expected service levels.
Sends notices for planned or unexpected service outages to customers in a timely manner.
Opens appropriate tickets with the datacenter related inquiries and troubles.
Creates, revises, and translates manuals, documents, and reports when needed.
Regular working hours is 9am 5pm Eastern Standard Time (EST).
With teamwork, covering working hours of 9 am 5 pm Pacific Standard Time (PST)from Monday to Friday (12 8 pm EST from Monday to Friday), in case of absence of a customer support representative covers working hours of 9 am 5 pm Pacific Standard Time (PST).
Collects information from department of Professional Services to enable to perform LAN
support and its troubleshooting.
Creates manuals to perform LAN Support and its troubleshooting for customer support. Leads customer support staffs to perform LAN support and its troubleshooting with sharing information.
3.Reporting
This position reports to Manager, Customer Support and/or General Manager, Professional
Services and/or Chief Operating Officer. The other persons will be designated by President
& CEO if necessary.
Originally posted on Himalayas