22 Sep 2014

Full-Time TECHNICAL SUPPORT REPRESENTATIVE – MANDARIN Dayshift-it related tech experience

Dencom Consultancy and Manpower Services – Anywhere

NOTE: This job listing has expired and may no longer be relevant!

Job Description

Job Purpose:  Mandarin bi-lingual required for supporting all Websites and Revenue Generating Online Products.  Responds to all pre and post sale inquiries in an effective and timely manner and ensures that the customer’s expectations are met or exceeded.  In the event that escalation is required, the Electronic Product Specialist is responsible for establishing the link between the customer and the project manager or party responsible for the final resolution.

  

Key Result Areas

 

Main Activities and Responsibilities

 

Technical

Must be proficient and knowledgeable about the following systems and applications –

 

Operating Systems                                       Handheld Devices/Phones 

Microsoft Windows XP                                    iPhone

Microsoft Windows Vista                                 Blackberry

Microsoft Windows 7                                       Android-based phones

Microsoft Windows 8                                       Kindle Fire

Apple Macintosh 10.7 & up  (Leopard & Above)

  

Tablet/Slate PCs

iPad

Android Based Tablets                                                                  

                                                                     

Browsers                                                     

Internet Explorer (IE)                                    

Firefox  

Safari

Chrome

 

·         Demonstrate a knowledge and understanding of Internet Search Engines

·         General understanding of computer networking

·         Ability to learn and operate a variety of CRM’s, Customer Databases and Administrative Systems utilized on a daily basis to support customers.

·         Effective Communication and Contact

·         Responsible for next business day turn-around on all customer e-mail.  All incoming phone calls are answered live with a service level requirement of no more than a 5% abandonment rate.

·         Strong written and verbal communication skills required as the position requires intensive interaction with both internal and external customers.

·         Consultancy and Product Analysis

·         Work directly with Elsevier Product Developers and Business Representatives throughout the development of new electronic product giving applicable feedback as required.  Example – Beta Testing of product.

·         Perform initial high level analysis/troubleshooting of Online, iOS, and Android devices with internal and external customers.  In the event that additional research and follow up is required, the Online Technical Support Agent  will work with the customer and the appropriate Elsevier Department to rectify

·         Project Management

·         When applicable, manager or team lead will ask for assistance with various projects including training on new software or hardware.  In addition, the Online Technical Support Agent will, in some cases, be asked to become a specialist of the particular product and will become a liaison between the department and the development team.  The Online Technical Support Agent will be required to communicate all updates to the Online Technical Support Agent and must also give feedback to the Product Development Team accordingly.

 

 

 

How to Apply

Kindly send us your latest CV here dianne.dencom@gmail.com

Job Types: Full-Time. Salary: 40,000 - 60,000.

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