月薪60000~75000元 台北市松山區 2年工作經驗 今天剛更新
Basic Function
EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.
EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.
The Customer Account Specialist (CAS) specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the CAS diagnoses problems, identifies solutions, and drives issues to resolution. The CAS must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The CAS must communicate action plans to both client(s) and internal customers as appropriate.
The CAS is responsible for providing customer service and technical support to customer accounts within Greater China and Korea. The CAS is the frontline of support for EBSCO customers, serving to keep customers satisfied with their EBSCO products. When a customer has an issue, technical or otherwise, the CAS responds to the customer and resolves the issue when possible or directs to the appropriate team. The CAS also advocates on behalf of the customer for product improvements. Fluency in English, Chinese and Korean is essential.
Primary Responsibilities
• Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
• Provide support to a designated group of customers where you are responsible for retention and customer satisfaction
• Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
• Make proactive contact with customers on a regular basis.
• Communicate upcoming product releases to customers
• Advocate on behalf of your customers for issues, enhancements and defects.
• Provide virtual training as necessary.
• Act as liaison between customer and internal groups as necessary.
• Ensure all customer communication and activities are logged in a CRM system.
• Follow up with customers as necessary to ensure their issues have been resolved.
• Generate FAQs for our customer knowledge base.
• Understand products serviced and systems used.
• Conduct independent research in order to find solutions to customer problems.
• Troubleshoot and resolve specific product related issues while maximizing customer satisfaction.
Required Qualifications
• Fluency in written and spoken English, Chinese and Korean.
• Working knowledge of web applications, linking, URL configuration, authentication, API, etc.
• Attention to detail and accuracy of work.
• Ability to perform to expected standard under pressure.
• Literacy and numeracy skills.
• Understanding of supporting online products and/or computers.
• Responsive and quick to learn and update knowledge.
基本職能（Basic Function）
EBSCO International 為 EBSCO Information Services（EIS） 的國際營運團隊。EIS 提供完整且最佳化的研究解決方案，整合電子期刊、電子書及研究資料庫，並搭配強大且領先業界的探索服務，以支援使用者的資訊需求並提升整體研究體驗。EIS 在全球聘用超過 2,700 名員工，憑藉先進的技術、前瞻的理念與優秀的團隊，成為本領域的領導者。
EIS 是一家能激勵你、啟發你，並讓你持續成長的公司。我們的使命是：在適當的時間、地點與方式，為人們提供相關且可靠的資訊，進而改變生活。我們正在尋找聰明且具創意的人才，透過每個人獨特的差異，共同在全球實現這個具包容性的使命。
客戶帳戶專員（Customer Account Specialist, CAS） 主要負責為 EBSCO 軟體與解決方案提供技術支援，服務對象包含內部與外部客戶。CAS 需運用各種問題辨識技巧，進行問題診斷、提出解決方案，並推動問題至最終解決。此職務需與其他內部團隊合作，溝通、排定優先順序，並代表客戶進行協調與倡議。CAS 亦須適時向客戶及內部單位說明行動計畫。
CAS 負責為大中華地區與韓國的客戶帳戶提供客戶服務與技術支援。CAS 是 EBSCO 客戶支援的第一線窗口，確保客戶對 EBSCO 產品的滿意度。當客戶遇到技術或其他問題時，CAS 需回應並盡可能解決問題，或將案件轉交給適當的團隊處理。此外，CAS 也需代表客戶向公司反映產品改進需求。此職務必須具備流利的英語、中文與韓語能力。
主要職責（Primary Responsibilities）
• 有效運用客戶支援技巧，維持銷售團隊、客戶與合作夥伴之間的良好合作關係
• 負責指定客戶群，確保客戶留存率與滿意度
• 透過電話與電子郵件提供第一線問題診斷、故障排除與技術支援
• 定期主動與客戶聯繫
• 向客戶傳達即將推出的產品更新與版本資訊
• 代表客戶反映問題、功能需求與系統缺陷
• 視需求提供線上（虛擬）教育訓練
• 視情況擔任客戶與內部團隊之間的聯絡窗口
• 確保所有客戶溝通與活動皆完整記錄於 CRM 系統中
• 必要時追蹤客戶案件，確認問題已獲妥善解決
• 撰寫並建立常見問題（FAQ），供客戶知識庫使用
• 熟悉所支援的產品與系統
• 進行獨立研究，以找出客戶問題的解決方案
• 排除並解決特定產品相關問題，同時最大化客戶滿意度
必要資格（Required Qualifications）
• 具備流利的英語、中文與韓語之書寫與口說能力
• 具備網頁應用程式相關知識，如連結、URL 設定、身分驗證、API 等
• 注重細節，工作準確度高
• 能在壓力下維持既定工作水準
• 具備良好的讀寫與基本數理能力
• 了解線上產品支援及／或電腦相關知識
• 反應迅速，學習能力佳，能持續更新專業知識
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