职位类别： 客户服务/技术支持 工作地点： 北京 发布日期： 2008-04-28 工作经验： 不限 最低学历： 大专 管理经验： 否 工作性质： 全职 招聘人数： 20人 职位描述/要求： 岗位描述： 操作处理所有通过 e-mail 、电话、来访递交到票务支持中心代表的关于服务级别的业务问题、要求及咨询。 创建并跟踪问题。票务支持中心代表在初期需要努力解决问题，然后指定到一个二级或三级小组。票务支持中心代表将负责指定小组的所有工作，并确定问题能及时解决。 发现并修理一级故障，诊断问题，并解决包括内部人员、呼叫中心主管和售票帮助坐席在内的各个生产区域产生基本问题。例如，票务支持中心代表需要为票务软件、硬件和相关程序以及奥运会销售程序及规定提供本地和外地的电话、电邮支持。及时解决问题并指定到适合的二级和三级小组。目标是解决在一级中报告的大量问题。 听从支持中心的指导，包括解决问题 / 需求的程序，跟踪协调二级和三级支持小组及用户，完成关于严重问题的增加和通知。 良好的电话用语技巧和书面沟通技巧。为内部用户提供客服积极有效的。 负责通知用户和其他技术小组的储存耗量或影响工作的其他临界问题。追踪增加程序以确保临界问题被及时解决。 票务支持中心代表要保证灵活的工作实践包括晚间和周末上班。 工作流程： 直属于歌华特玛捷票务支持中心经理管理，并听从他 / 她的指示。票务支持中心代表还需要与国际帮助坐席及支持人员相互协作、相互支持。 技能及应聘资格： 1-2 年的帮助坐席支持经验 要具备以细节及处理为导向的能力，并具备较强的解决纷争及问题的技能 具备优秀的组织、书写和语言交流技能，具备独立工作的能力 具备丰富的 MC Office products, MS Outlook, MS Windows 2X, XP and MS Office 计算机办公知识 具备在压力和重任下为客户提供优质服务的能力 具备优秀的语言及电话沟通技能 本科学历优先 会说标准普通话 具备英语能力者优先 可以保证大量及灵活的工作时间 此职位为４个月临时职位 Responsibilities: Handle and process all incoming problems/requests/questions submitted to the Ticketing Support Center via email, phone and walkup based on the defined service levels. Create and track problems. Ticketing Support Center rep will attempt to resolve problem initially and then assign to a second or third level team. Ticketing Support Center rep is responsible for follow up with assigned to team, assuring timely problem resolution. Perform first level troubleshooting, diagnostics and basic problem solving in a variety of product areas from internal staff, call center supervisors and outlet help desk. For example, this position will provide local and remote phone and email support for ticketing software, hardware and surrounding processes as well as all Olympic sales processes and rules. Resolve problems immediately or assign to the appropriate 2nd&3rd level teams. The goal is to resolve the majority of problems reported at first level. Follow the defined Support Center guidelines, which include procedures on resolving problems/requests, following up with the 2nd&3rd level support teams and users, and performing escalations¬ifications based on the severity of the problem. Good verbal phone and written communication skills. Provide positive customer service with a helpful, proactive attitude to internal user population. Responsible for informing users and other technical teams of outages or other critical problems that impact productivity. Follow escalation procedures to insure critical problems are resolved in a timely manner. Ticketing Support Center reps may work varied hours including evening and weekend shifts. Workflow: Will directly report to the Ticketing Support Center Manager for Gehua Ticketmaster and will follow his/her direction with regard to goals. The Ticketing Support Center rep will also interact, support and be supported by other international Help Desks and support staff. Skills&Qualifications: 1-2 years of Help Desk support experience. Must be detail and process oriented and have strong troubleshooting and problem solving skills. Must possess excellent organizational, written, and verbal communication skills and be able to work independently. Strong working knowledge of MC Office products, MS Outlook, MS Windows 2X, XP and MS Office. Ability to work under pressure and multi-task while providing excellent customer service. Excellent communication and phone skills. College Degree preferred. Mandarin Chinese language required. English language preferred. Be able to work a varied and flexible schedule. Temporary job for 4 months. 联系方式： .
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