REPORTS?TO:?Technical?Support?Manager?Basic?Functions:?Ensure?high?customer?satisfaction?by?handling?incoming?calls?and?emails?in?an?effective,?professional?manner.??Determine?support?entitlement?by?checking?customer?id's?against?a?contract?database.?Route?calls?and?emails?according?to?business?rules.???Other?duties?may?include?general?administrative?tasks?for?Technical?Support?department?such?as?maintenance?of?customer?records,?generation?of?reports,?coordinating?and?planning?meetings,?organizing?catering,?and?similar.?Approximate?breakdown?of?time?spent?on?duties:?Processing?and?routing?inbound?customer?telephone?calls:??60%Processing?and?routing?inbound?customer?emails:??20%Administration?of?web?security?&?processing?web?registration?requests:??15%Report?Generation?and?Distribution:??5%??Requirements:?Bi-lingual(English?and?Chinese)Professional?experience?handling?inbound?telephone?calls?and?emails?in?a?medium?volume?technical?call?center?or?help?desk?environment?Microsoft?Windows?XP,?Vista,?or?7?experienceMicrosoft?Office?experience,?particularly?Word,?Outlook,?Excel,?AccessExperience?with?the?creation?or?maintenance?of?business?reports?using?standard?tools?such?as?MS?Access,?Crystal?Reports,?or?MS?SQL?Server?Reporting?Services??or?equivalent?is?a?plusStrong?organizational?skills.?Strong?keyboarding?/?typing?skillsAbility?to?handle?difficult?customer?situations????Problem?solving?/?judgment?skills?Conflict?management/resolution?skillsSelf-starter?and?proactiveStrong?business?communication?skillsPrior?experience?with?usage?of?advanced?telephones??Preferred?Qualifications:?College?DegreePrior?help?desk,?office?management,?senior?administrative,?or?equivalent?experienceExperience?with?call?(incident)?tracking?software?such?as?Siebel,?Clarify,?SAP,?Remedy?or?equivalentComfortable?with?technology?and?a?technologically?complex?environment