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知名美资企业
是一家大型的呼叫中心外包商和CRM软件提供商，总部位于美国洛杉矶。公司成功地为多家世界五百强公司提供呼叫中心外包服务，在美国、中国上海在菲律宾拥有多家呼叫中心，员工愈2700人，提供客户服务、技术支持、电话营销、市场调研等多项外包服务。
CISCO Support Desk Engineer (Tier 1 Korean)
Dimension & Scope
• The Tier 1 Support Desk Engineer (SDE) is responsible for providing technical support to the inside sales account managers; aiding in the sales process through answering technical questions, providing support/refresher training of Cisco tools, and in some cases creating network designs.
• The ideal SDE is success-driven, customer-focused, fast-paced, and works well in a diverse team and enjoys a dynamic and changing environment.
Principal Duties & Responsibilities:
• Manage & resolve cases coming in via phone, email, and case management tool (potentially chat management tool in the future)
• Aid inside sales account managers in the sales process through answering technical questions, provide support/refresher training on Cisco tools, and in some cases create network designs
• Resolve cases within pre-defined SLAs
• Follow escalation procedures and all contact center processes
• Responsible for achieving performance targets
• Continue to expand knowledge base and training
Education & Professional Certifications
• College degree, ideally in Engineering or IT
• Pre-sales experience
• Requires Cisco certification CCNA; CCDA certification as well is a plus
• Cisco product experience and/or relevant experience in key competitor offerings in technology area of emphasis preferred
Candidate Profile
• Two to four years of related technical experience, preferably within a contact center or fast-moving engineering environment, preferably in the technology sector
• At least 1 year internetworking experience
• Knowledge of baseline Systems Engineering skills (specifically switching, routing, IP, WAN, and Multi-Service)
• Preliminary knowledge in at least one of the following areas of specialization: IP Technology, Security or Wireless LAN
• Ability to understand technical issues and apply solutions, technology and products to a business opportunity
• Excellent people management and strong communication skills (verbal & written) including excellent telephone skills and presentation skills
• Professional demeanor
• Positive attitude
• Fluency in Korean a must
• Fluency (written, verbal and comprehension) in English highly preferred and a must for those supporting English customers
msn:eric79@hotmail.com
联系人：高炜
工作地点：上海（知名美资企业）
[ 本帖最后由 eric.gao 于 2008-7-23 09:40 编辑 ] |
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发表于 2008-07-23 09:36
