岗位职责： • 通过电话、邮件等方式为客户提供支持，并尽可能成功解决来自客户的问题（软件及硬件相关） • 对于无法在第一时间解决的问题，及时升级问题并进行跟进 • 主动协助客户避免或减少问题的发生。参与项目的进程或质量改进。 • 按照流程在系统中记录完整信息 • 和其他团队成员合作，共同完成部门目标 职位要求 • 本科或同等学历，有1-3年的相关工作经验。 • 普通话标准，并具备良好的英语听、说及写能力 • 良好的书面及口头沟通能力，并具有建立及维护内部和外部关系的能力 • 较强的团队意识及抗压能力 • 解决问题的能力 • 有电话、邮件、聊天软件等远程支持客户的经验 • 有计算机基础能力优先 Job Responsibility • Handle customer assistance requests by phone, Email etc., try to resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. • For the problems that cannot be resolved in the first contact. Escalate and follow up it on appropriately • Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements. • Record cases in the system according to the process. • Cooperate with other team members to achieve department objectives. Job Requirements • Bachelor’s degree or equivalent. Typically requires 1- 3 years general experience. • Standard Mandarin. Good listening, oral and written English skills. • Strong communication and coordination skills, ability to build and maintain internal and external relationships. • Strong team consciousness, ability to work and perform under pressure. • Problem solving skills. • Experience in a phone based remote role, e- support, e-chat or similar. • Familiarity with computer technology.