Job Summary:
The Information Systems & Technology (IS&T) team at company is a broad organization developing and delivering applications and service across company. IS&T Employee Experience and Productivity thrives to use technologies to deliver the best user experience to our company internal users.
The Ask IS&T Center offers one-stop service experience to ensure company’s internal users are productive, efficient and secure at work.
This is a contractor role of Ask IS&T Specialist based in Shanghai. You’ll work with various parts of company’s business to deliver high-quality in-person technical support experience to company internal users, following IS&T ticketing system and procedures, to resolve company users day-to-day inquiries to enhance productivity and efficiency. You will be also working closely with engineers to report bugs and issue, evaluate internal services and technologies for continuous improvement, to advocate on how best to use and implement tools and technologies across different business groups.
Job Scope:
1. Provide in person technical support to company employees and contractors.
2. Provide high level of customer service and professionalism in accordance with company policies, practices, and expectations.
3. Diagnose and troubleshoot technical issues according to company expectations.
4. Document issues, troubleshooting steps, and resolutions in ticketing system.
5. Advocate for the customer, own the issue and facilitate technical support from the initial contact to resolution.
6. Escalate unresolved complex issues to appropriate support teams with active.
Key Qualifications:
1. Customer focus, experience in anticipating customer needs and providing services that are beyond customer expectations.
2. Good interpersonal skills with strong customer service mindset.
3. Ability to maintain composure and provide customer-centric solutions in stressful situations.
4. Fluent in Mandarin speaking; excellent oral and written communication in English.
5. Excellent time management and multi-tasking skills.
6. Experience in Help Desk or technical support to solve technical problems.
7. Experience of using a knowledge base system.
8. Experience of using IT service management or CRM for tracking technical issues.
9. Conceptual understanding of IP Networking and basic network troubleshooting skills.
10. Conceptual understanding of multi-tiered and web-based information systems architecture.
11. Experience and knowledge in providing software technical support on macOS and iOS operating systems.
12. Strong sense of handling personal and company information in a secure way
13. Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment.
14. Motivation and ability to work as part of a distributed team.
Education and Background:
1. Bachelor’s Degree in Information Systems, Computer Science, Engineering, or
equivalent is preferable.
2. Background in IT Support/ IT Helpdesk, Customer-facing Technical Support, or related field is preferable.