Customer Care Analyst- 2nd Line Support wanted

游行天下

工作地区：Sydney：
公司名称：DST：
工作性质：全职：
经验要求：需要：
工资水平：面议：
公司介绍：  About DST:
DST is a leading provider of software and services to many of the world’s best known financial, utilities, telecoms and communications institutions. We are a wholly owned subsidiary of DST Systems, Inc. and serve more than 400 client organisations from 16 offices to support our growing client base.

AWD, our business process management (BPM) application, is a scalable and proven solution which can help organisations to reduce the cost of managing work, improve regulatory compliance and provide better customer service. There are now over one hundred thousand AWD users within the DST family of companies, partners and clients.：
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              联 系 人：Caitlin：
电话号码：：
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                Customer Care Analyst- 2nd Line Support

Due to continued growth we are currently seeking a Customer Care Analyst to join our professional and client-focused Customer Care team.
Working from our Sydney office you will be responsible for:

Investigating and troubleshooting client requests for support in a timely manner.
Documenting and reporting on client reported issues to ensure immediate as well as long term resolution of issues.
Escalating issues in line with internal standards, methods and procedures.
Liaising with colleagues/teams in local and global offices to work on client issues and provide resolutions
Proactively implementing preventative measures to ensure that existing customer issues can be managed effectively or avoided.
Providing customer care with a “can-do” attitude for clients
Be actively involved in internal and external client review meetings

Success in this position will be based on your ability to demonstrate proven experience in a client focused environment and a passion for customer care.  You will understand the impact that IT systems have on wider business requirements and possess knowledge of JEE (Java Platform, Enterprise Edition) platforms e.g. WebSphere, JBOSS and/or Weblogic.  Experience working with databases (SQL Server/ Oracle) is also required.  An understanding of clustered environments would also be desired.
Further to this, to be successful in this position you will be:

Experienced in a customer service role
Passionate about delivering exceptional customer service and have the ability to build relationships with both internal and external stakeholders.
Analytical with strong research skills and a methodical approach to troubleshooting
Able to effectively communicate with clients as well as internal stakeholders
Organised and be able to manage your time effectively
Able to adapt to a dynamic, often challenging environment.

This role is based in Australia from where you will have direct liaison with a global client base.  Due to a growing client base in Asia, candidates must be fluent in English, be able to speak Mandarin at business level and read/write simplified Chinese. Knowledge of Business Process Management Solutions and working experience within the financial industry is advantageous but not essential. In return for your exceptional customer care and hard work you will have the opportunity to work within an experienced team and be mentored to develop your knowledge and customer care skills in a global technology company.

If you are interested in this position please forward your CV directly to au_hr@dstglobalsolutions.com or call Caitlin for more information on (03) 99074943：
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