该职位来源于猎聘 岗位职责: 1. 为我们的客户和合作伙伴提供产品支持。帮助客户充分地使用平台,保证客户的满意度 快速理解,诊断,故障排除,确定解决方案. 通过在线聊天和工单系统及时有效地回答客户疑问,解决客户系统问题。 2. 参与并定制线上问题处理流程,帮助团队知识库的建设; 3. 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改进产品 岗位要求: 1. 本科或以上学历; 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,SaaS企业,市场营销, 联盟/合作伙伴营销,服务质量管理 3. 熟练的英语口语,写作能力(日常与团队和客户沟通时需要用英语) 4. 有较强的问题分析排查能力,有追根溯源的好奇心 5. 表达能力强,谈吐清楚,能够理解和解释复杂的技术概念 6. 有条理,善于时间管理, 注重细节 责任心强,工作积极主动; 具有团队合作精神,适应能力强,有一定的抗压能力 7. 熟练使用Google suite/Word/Excel/PPT/Confluence等软件 8. 熟悉以下概念者优先:API, FTP, JavaScript, HTML/CSS, Affiliate Marketing 9. 能够接受双休日,节假日调休 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 practices.
- Diagnosing, troubleshooting, and 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 or higher
- Experience (2-4+ years) in one or more of these areas is preferable: Customer Technical Support, Working in a SaaS business, Digital Marketing industry
- Service Quality Management
- Fluent in both English and Chinese (spoken and written)
- Excellent communicator with strong interpersonal skills, and the ability to understand and explain complex technical concepts to your audience
- Organized, excellent at time management
- Team player with great adaptability
- Customer Focus, Commercial Drive, Service-oriented mindset
- 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
- Familiarity with concepts like APIs, FTPs, HTML/CSS, and affiliate marketing (preferred) Open to working weekend and holiday shifts