Receive and process customer questions and requests via email.
Analyze customer problems and communicate effectively with customers to ensure that the problems are clearly described and documented.
Upgrade the problem to the corresponding L2 team according to the complexity of the problem.
Monitor and ensure the progress of problem resolution to ensure that the Service Level Agreement (SLA) is met.
Maintain and update records of customer problems to ensure that all relevant information is accurate.
Provide excellent customer service and maintain customer satisfaction.
Assist in writing and updating the Service Desk processes and documentation.
Regularly generate and submit reports and data analysis about the service desk.
Bachelor degree or above, computer Science, information technology or related major is preferred.
Good English writing and speaking skills, able to communicate with customers, understand customer expression.
1-2 years of related working experience in technical support or service desk.
Proficient with Jira or other problem management platforms.
Excellent communication skills and customer service skills.
Problem analysis and solution ability, able to work under pressure.
Familiar with cloud computing basic knowledge and related technology
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