Responsibilities
1. Responsible for providing technical support to overseas customers of Volcano Engine, responding to and handling problems through work orders, emails, IM groups, etc., to provide customers with efficient and high-quality service experience 2. Responsible for the rapid positioning, problem analysis and resolution of difficult problems, coordinating technical experts or product and R&D cooperation for complex problems, ensuring that customer problems are efficiently solved, responsible for customer satisfaction and service experience responsible for service first-call SLA, processing time, first-line resolution rate and other indicators 3. Identifying urgent and important customer events, identifying and judging customer complaints and complaints, handling them with high quality or escalation, reducing the cost of customer communication and handling of problems, and avoiding corresponding risks 4. Collect user feedback information, summarize and refine it, feedback and follow up on product issues or customer needs, promote continuous product optimization, and improve customer experience 5. Identify and promote the optimization of processes and tool systems, regularly output internal and external sharing/technical training, enhance the team's professional capabilities, and improve the content of the knowledge base.
Qualifications
1. Bachelor degree or above, computer or related major, more than 3 years of technical/operation and maintenance experience, overseas public cloud service experience is preferred 2. Able to use English proficiently in listening, speaking, reading and writing, and able to communicate with overseas customers and colleagues in English without any barriers. Applicants with overseas study and work experience are preferred 3. Familiar with computing, network, storage, container technology, CDN, SMS, and have rich troubleshooting or operation and maintenance experience in certain directions 4. Understand various debugging and testing tools, with development capabilities such as Shell, Python, Golang, C/C++, JAVA, etc. preferred 5. Excellent customer service awareness, professional service and communication skills, strong ability to withstand pressure, and the ability to complete work independently.
