Technical Support (English/Mandarin) 技術客服 (英文/中文)

* Job Responsibilities 工作內容:

1. Handle our B2B clients' suggestions, inquiries, requests and complaints received via various channels (Such as emails, live chats, and website) with the utmost care and in the most efficient manner.
   以客戶為導向且積極協助處理B2B客戶端透過各類管道 (如電子郵件、即時通訊軟體、網站...等) 所提出的建議、詢問、需求以及客訴。

2. Able to judge the critical level of issues and escalate them to senior support or relevant teams.
    能夠迅速清晰分辨問題及判斷應提交問題的相關的部門以進行後續處理。

3. Take ownership and a proactive approach to resolve issues and complaints.
    針對客戶端的各類問題及客訴主動提供解決方案。

4. Guide clients in using our product and application, making them comfortable in accessing its features.
    引導客戶端使用產品及系統。

5. Provide end users and clients' feedback, working closely with the product, engineering and operation teams to ensure continuous improvement in product development and user experience.
    將最終用戶及客戶端的建議提供給對應部門，以確保產品研發及使用者體驗持續進行優化。

6. Able to collaborate with different teams.
    能夠跨部門溝通及合作

7. Support the team with ad-hoc tasks: training and coaching new hires, reporting etc.
    協助團隊處理額外的工作任務，如培訓指導新進同仁或是制作報告等。

8. Work in shifts, shifts as below:
    Morning    07:30 - 16:30
    Afternoon  14:30 - 23:30 (NT$3,000/month Allowance)
    Night         23:00 - 08:00 (NT$6,000/month Allowance)
    三班輪班制，需配合排班與輪班
    早班 07:30 - 16:30
    中班 14:30 - 23:30 (有每月NT$3,000 中班津貼)
    晚班 23:00 - 08:00 (有每月NT$6,000 夜班津贴)

9. Strive to meet both the individual and team's KPI targets.
    盡力達成個人及團隊的積效目標。

1. High school graduation or above
   高中職畢業以上

2. Online customer service experience (Must) and with technical background is a plus
    有線上客服經驗 (必要條件), 具技術背景者尤佳

3. Native in Mandarin and Intermediate level of English in reading and writing.
    中文流利、英文讀寫中等

4. Good communication skills
    良好的溝通能力

5. Self-motivated and ability to work in a fast-paced environment
    能夠自我激勵及能適應快速步調的工作環境

Face-to-face interview with Team Lead, with 5 mins typing test during the interview.
與團隊主管現場面談 (期間將進行5分鐘打字測驗)