工作职责：

1）     为美国、欧洲、亚太等国家英文终端用户提供有效的桌面IT技术电话支持；

2）     提供基础电话技术支持，包括笔记本，台式电脑，掌上电脑，打印机等硬件问题，及Window操作系统，Office及其他软件问题；

3）     用远程连接工具和纠正措施为终端用户诊断潜在问题和提供解决方案；

4）     回答终端用户关于桌面IT安装、操作、配置、自定义和指定产品的基本问题；

5）     确保客户对电话支持的满意度，或确保向客户提供备用的问题解决方案；

6）     将超越技术能力范围的疑难问题及时分配至现场支持技术人员，并全程跟踪处理进度；

7）     确保与管理和技术支持团队成员的有效沟通；

8）     遇到工作冲突，客户投诉时及时升级通知直接上级或事件经理；

技能要求：

1）     本科或同等学历以上；

2）     英语听说读写流利，有英语6级以上证书者优先；

3）     具备良好的桌面IT知识背景者优先（操作系统、应用软件、网络和IT基础设施）；

4）     擅长解决故障诊断问题；

5）     具备良好沟通技巧及客户服务意识；

Job Responsibilities:

1.For the United States, Europe, Asia Pacific an d other Ｃountries in English end users to provide effective desktop IT phone support.

2.Provide basic technical support, including laptops, desktop computers, handheld computers, printers an d other hardware issues, as well as Window operating system, Office an d other software issues.

3.Using remote connection tools an d corrective actions to diagnose potential problems an d provide solutions for end users.

4.Answering the basic questions of the end user about desktop IT installation, operation, configuration, custom an d the designated products.

5.Ensure customer satisfaction with the phone support, Ｏr to ensure that the customer to provide backup solutions.

6.Timely distribution of difficult issues beyond the scope of technical capabilities to the field to support the technical staff, an d track the progress of the whole process.

7.Ensure effective communication with management an d technical support team members.

8.Inform the superior Ｏr the event manager in time when working conflict an d customer complain.

skills requirements:

1.College degree Ｏr equivalent.

2.Fluent in English listening, speaking, reading an d writing, with the certificate of English level 6 Ｏr above is preferred.

3.Good desktop IT knowledge background is preferred （operating system, application software, network an d IT infrastructure）.

4.Good at solving the problem of fault diagnosis.

5.Good communication skills an d customer service awareness.