薪资：面议
工作地点：台湾-台北市
伦塔股份有限公司：500人-1000人
We are looking for a Product Support to assist our client with technical problems when using our products and services.
Product Support responsibilities include resolving client queries, recommending solutions and guiding product users through features and functionalities. To be qualified for this role, you should be an excellent communicator who’s a person our customers trust.
● 协助客户釐清、排错、处理问题
● 提供专业產品知识供客户使用
● 将客户反应问题派发给相关单位，进行后续排查
● 确保接应所有进线，并以案件追踪及记录方式进行系统式管理
● 须配合轮班；在多沟通频道即时回应客户需求
● 内部监控系统、服务数据及客户流量，确保突发问题由相关人员控制处理
Duties and Responsibilities:
* Take end-to-end ownership of client issues, including initial troubleshooting, identification of root cause, issue resolution, and final close-out communication
* Interact with customers 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.
* Be the contact for system, service, and operation activity monitoring communication ensuring that all issue is aware and within handle.
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