发布日期：2006-03-02 工作地点：北京市
招聘人数：若干 薪水范围：面议
 
 
职位描述：
Job Description
- Manage the Care Preparation Process and ensure deliverables at each product program milestone
- Contribute in warranty costs optimization, product quality and customer satisfaction through the management of Corrective Action and Feedback processes after sales start
- Act as escalation point for more junior engineers - Customer callback and case resolution
- Work with 3rd level CSE to help resolve problems, file problem reports.
- Maintain/improve Product technical knowledge (Classes, certifications etc).
- Keep relevant cases notes updated and provide customer feedback
- Re-produce customer problems within TAC Labs
- Add Knowledgebase articles to disseminate info throughout TAC.
- Handle high profile accounts

Qualifications
- Knowledge of service and product provided
- Understanding of customer care and service operations, and familiarity with customer and product processes
- Ability to clearly communicate technical solutions and workarounds (Verbal/written) to customers.
- Active listening and communication skills, coupled with the ability to share information, and networking skills
- Analytical problem solving skills, isolating problems.
- Thorough understanding of the mobile and Internet technologies supported (GSM, GPRS, 3G, TCP/IP, Networking, Symbian)
- Knowledge of mobility applications such as push email, VoIP, and Data Synchronisation technologies
- Understanding of support procedures including case escalation and routing.
- Ability to work with other parts of the organisation to resolve customer problems.
- Continue to stay current with technology
- Ability to maintain a personal schedule that is conducive to job description and team performance

(责任编辑：韩建光)