中国-北京市-北京市 | 全职 | 正式员工 | Mixed Shift

Overall Role Purpose
职位宗旨
To provide customers with on-line, professional 24*7 information system long-distance support service, report and record issues and service demands offered by customers according to regulated process and operating steps, then suggest solution without delay. Or, on basis of process, properly and correctly submit issues to APIS or incumbent supervisor and manager. Create and maintain system-user accounts, then submit to APIS
According to operating manual, accomplish system daily operation and data copy, satisfy or even exceed SLA requirements. On basis of plan suggested by other service experts, supervise key business and feasibility of network
为了向用户提供第一线的、专业的24x7信息系统远程支持服务，按照规定的流程和操作步骤，汇报和记录用户提交的问题和服务请求，并快速一线解决用户提出的问题，或按流程适时和正确地提升问题至APIS或当值主管、经理。系统用户帐号创建和维护，并提交APIS
按照操作手册的要求，完成系统日常操作和数据备份。以达到或超过SLA的要求。按照其他服务专家提供的方案，监控关键业务和网络的可用性。

Accountabilities
关键职责

• 7 x 24 hours Helpdesk service

• 7x24小时的Helpdesk服务

• Provide timely feedback to APIS, then track problem-solving process, until final settlement

• 及时反馈问题到APIS, 并跟进问题处理流程，直到问题解决

• Accept advice from APIS, then distribute to national relevant business sections in time

• 接受APIS的通知，并及时分发给全国相关业务部门

• Settle issues during process of customer clearance, and timely submit to local custom

• 处理进出口清关过程中的问题，及时提交问题到当地海关

• Accept advice on system maintenance and obstacles relevant to custom, then distribute to national relevant business sections in time

• 接收海关有关系统维护或故障的通知，及时分发给全国相关业务部门

• Deal with problems appeared in EDI during process of custom clearance

• 处理进出口清关过程中，电子数据交换过程中出现的问题

• Responsible for reporting troubles to telecommunication office, and then keep track, until final settlement

• 负责向电信局报告故障，并跟进，直到问题解决

• Provide timely feedback to outsourcer, or submit issues offered by contractor to internal engineer

• 及时把问题反馈给外包方，或者，把外包方反馈的问题提交给内部工程师

• Submit obstacles on hardware and software to service provider in time, track problem-solving process, ensure standard regulated in service agreements satisfied.

• 及时把软硬件故障提交给服务供应商，并跟进问题处理过程，确保到达服务协议规定的标准

Skills / Qualifications技能要求与任职资格

• Communication skills( English), spoken and written(Excellent)
• 沟通技能，口语和写作（良好）
• Equipped with basic PC usage and technical knowledge
• 具备基本的PC使用和技术知识
• Equipped with basic network and data base knowledge
• 具备基本的网络知识和数据库知识
• Internet skills
• 互联网科技
• Excellent service consciousness and communication skills through telephone
• 良好的服务意识和电话沟通能力
• Experience of IT industry or customer support centre (preferred)
• 具有IT行业或用户支持中心工作经验者，优先考虑
• Suitable to shift work, independent on duty during nights and holidays (preferred)
  
• 适合轮班工作，能够在夜间、节假日独立值班者，优先考虑
  
• Diploma in Science
  
• 工科专业，大专学历
  
• Experience in PC and net support (preferred)
  
• 具有PC和网络支持经验者，优先考虑