Customer Support

客户支持


Main responsibilities

- Master Data Management as well as technical and general support and advice on customer requests

主数据管理以及按照客户的需求提供技术和一般支持


- New and further development of solutions

新的、更深入的解决方案的开发


-Support customers on quick adaptation of foundation data to transactional environment

支持客户快速将基础数据适应交易环境


Main tasks

- Accept and answer technical and general customer queries via telephone, internet and e-mail

通过电话,网络和电子邮件接受和回答技术和一般客户的疑问


- Responsibility for the documentation of solutions in the ticket system

负责客户疑问或者投诉解决方案的文档记录


- Competent and independent problem or error analysis of incoming queries

可胜任独立分析传入查询(来自客户)并分析错误原因


- Coordination of problem solving and completion of errors

协调解决并完成错误纠正


- Mapping of different message formats e.g. EDI

不同格式的匹配,例如:EDI


- Create and set up new business relationships

创建和建立新的业务关系


- Responsibility for adhering to established SLAs and ensuring timely communication with the customer

负责遵守已经建立的SLAs,并确保与客户及时沟通


- Create and improve effective feedback loops for data improvement and enhance user experience

创建和改进有效的反馈循环以便改进数据并增强用户体验


Your qualifications

- First job experience in 1st level support or call center

有在一级支持或呼叫中心的初步经验


- Basic knowledge about PC-Networks and operating systemsPC

网络和操作系统的基本知识


- Basic knowledge of WEB services and in message formats such as XML, EDIFACT, TecForm and GOLDA

WEB 服务和相关格式的基础知识,如 XML、EDIFACT、TecForm 和 GOLDA


- Basic knowledge of transfer protocols

传输协议基础知识


- 2 years experience in data/SW support or solution function in aftermarket environment.

2年以上售后市场数据/软件支持或解决方案工作经验


- Language skills: English: fluent

英文流利