Job Title: IT Support Analyst
Department: Service Department
Job Description:
-Responds to and diagnoses problems regarding PCs, laptops, network devices, and POS systems, via phone, email and chat with the parent company Panda Restaurant Group (PRG) associates, ensuring satisfactory customer service.
-Recognizes and researches problems and resolves basic problems while referring more complex problems to higher levels for satisfactory resolution.
-Follows up on outstanding calls and open tickets to ensure timely resolution and customer satisfaction.
-Documents all calls and actions taken using problem tracking software. Maintains data integrity through accuracy and thoroughness of incident data entry.
-Helps identify trends in support calls and develops documentation to address the problems and issues reported most often.
-Prioritizes and escalates calls as appropriate. Assists with the testing of newly designed products for operational integrity and function.


Job Requirements:

- Bachelor’s degree or equivalent is required. IT related major is preferred.
-Pass all required assessment tests at job.
-IT Support or Service Desk work experience is preferred.
-Fluent spoken and written English is highly required, CET6, TEM4 are preferred
-Have a general understanding of IT and administrative IT applications knowledge is preferred.
-Strong communication (oral and written), listening, interpersonal, and customer service skill.
-Strong analytical, troubleshooting and problem solving skills.
-Ability to work independently and as part of a team.
-Ability to work positively with other departments and Operations (“win/win”)
-Ability to talk and share before a group
-Ability to embrace change and continuous learning

崗位名稱：英語(yǔ)IT技術(shù)支持
部門：服務(wù)部
崗位職責(zé)：
-通過(guò)接聽電話、回復(fù)郵件或線上交流的方式為總公司Panda Restaurant Group員工提供電腦、筆記本、網(wǎng)絡(luò)設(shè)備、POS 系統(tǒng)等方面的技術(shù)支持，保證客戶滿意度。
-識(shí)別問(wèn)題并進(jìn)行故障診斷，解決簡(jiǎn)單問(wèn)題，將復(fù)雜問(wèn)題報(bào)告給上一級(jí)以尋求解決方案；
-及時(shí)跟進(jìn)函待解決的電話報(bào)告事件以及開放狀態(tài)的票件，確保在客戶滿意的情況下問(wèn)題可以被及時(shí)解決；
-使用問(wèn)題跟蹤軟件記錄所有電話及期間故障診斷的步驟。保證數(shù)據(jù)輸入的準(zhǔn)確性、全面性以保持?jǐn)?shù)據(jù)完整性；
-幫助識(shí)別問(wèn)題的趨勢(shì)并記錄最常發(fā)生的問(wèn)題；
-區(qū)分電話的優(yōu)先級(jí)并視需要將事件升級(jí)。
任職資格：
-本科及以上學(xué)歷。英語(yǔ)、計(jì)算機(jī)相關(guān)專業(yè)優(yōu)先；
-通過(guò)公司安排的測(cè)驗(yàn)考試；
-有IT Support、 Service Desk工作經(jīng)歷者優(yōu)先；
-流利的英語(yǔ)口語(yǔ)及書面溝通能力。持有CET6或TEM4者優(yōu)先；
-熟悉了解計(jì)算機(jī)軟件、硬件、網(wǎng)絡(luò)知識(shí)者優(yōu)先；
-有較強(qiáng)的口語(yǔ)及書面表達(dá)能力、人際交往能力、以及顧客服務(wù)意識(shí)；
-有較強(qiáng)的邏輯分析能力，問(wèn)題診斷能力；
-有較強(qiáng)的團(tuán)隊(duì)合作意識(shí)，同時(shí)具有獨(dú)立完成工作的能力；
-有“雙贏”意識(shí)，能夠積極參加與其他部門的合作；
-樂(lè)于在團(tuán)隊(duì)面前講話與分享；
-性格積極主動(dòng)，熱愛(ài)團(tuán)隊(duì)協(xié)作，學(xué)習(xí)能力強(qiáng)。

公司簡(jiǎn)介
碧艾吉（天津）科技有限公司于2007年在天津由美國(guó)著名企業(yè)全資注冊(cè)成立，主要面向美國(guó)高端客戶提供IT軟件技術(shù)服務(wù)。中國(guó)強(qiáng)勁的經(jīng)濟(jì)發(fā)展，吸引了大批高端技術(shù)與服務(wù)進(jìn)入中國(guó)。2012年，公司將進(jìn)駐天津空港經(jīng)濟(jì)區(qū)。辦公面積增加到1600平方米，注冊(cè)資金增加為500萬(wàn)美金，總投資額增加為1000萬(wàn)美金。公司將進(jìn)入大力開拓中國(guó)市場(chǎng)的全新階段。
致力于為客戶提供優(yōu)質(zhì)軟件定制解決方案，并提供基于解決方案的相關(guān)咨詢，應(yīng)用開發(fā)，系統(tǒng)集成，商務(wù)智能，實(shí)施和維護(hù)等專業(yè)化服務(wù)。
八年來(lái)， PX -Software擁有軟件項(xiàng)目成功案例60余例，客戶滿意度達(dá)到100%。始終秉承為客戶創(chuàng)造價(jià)值及雙贏合作的理念，以卓越的軟件解決方案幫助客戶達(dá)成各種需求，成為客戶強(qiáng)有力的IT技術(shù)后盾，得到美國(guó)客戶的高度贊賞。今天，以務(wù)實(shí)的服務(wù)理念將高品質(zhì)的IT服務(wù)帶入中國(guó)，幫助中國(guó)客戶創(chuàng)造新價(jià)值。