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客戶支持工作內(nèi)容:整理、分類、總結(jié)品的項(xiàng)目產(chǎn)用戶反饋并report給項(xiàng)目團(tuán)隊(duì)。目前涉及的產(chǎn)品為Arrow Launcher（已上線，可在應(yīng)用商店下載），這是一款面向全球的Android桌面啟動(dòng)器app，來自世界各地的用戶會(huì)通過不同的渠道給開發(fā)團(tuán)隊(duì)發(fā)送意見或者建議，主要來自產(chǎn)品本身的反饋收集系統(tǒng)、Google Play Store的用戶reviews，G+ community討論。此職位人員需在***線對這些反饋進(jìn)行filter，或直接回復(fù)，或?qū)Ψ答伾婕暗膯栴}和數(shù)量進(jìn)行歸類整理，或轉(zhuǎn)移至engineer團(tuán)隊(duì)進(jìn)一步調(diào)研，并按一定的schedule發(fā)送每段時(shí)間的report.This vendor’s responsibility would be:1) Do initial screen of the feedback and Uservoice and answer things he/she could answer2) Assign a more challenge ones to the 2nd tier support C Dev team and PM team3) Create answer templates or FAQ for some known issues4) Weekly summary of trends and issues to the team 5) Help organize user voice

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