【招聘】Technical support consultant(Professional)

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Technical Support Consultant
(Professional)

Alternative Job Titles
Technical Support Engineer
Reporting to
Support Team Lead
Experience
Minimum of 4 years’ related experience

The primary function of a Technical Support Consultant is to act as a liaison between the clients and the Company organization responding to escalated and extremely complex operating environment, software, database and hardware support calls.


JOB DUTIES & RESPONSIBILITIES

• Provides empathetic, courteous client service in an accurate and timely manner in accordance with existing procedures.
• Provide client support by responding to escalated and complex inquiries, interpreting queries and problems, examining data, error logs, utilizing all available support material and tools to successfully resolve the problem.
• Resolves issues related to technical product capabilities and client knowledge and ensures that the client is utilizing appropriate processing procedures.
  
• Develops and maintains effective client communications by managing the client’s expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring client satisfaction and improvement in client retention.
• Provide pre and post sales support by providing technical advice regarding operating systems and hardware installation, operation and data integration and conversions.
• Assist Client Support Consultants and Technical Support Consultants with technical issues by providing guidance in resolving problems and sharing technical knowledge.
• Assist when necessary in the testing of new versions of operating systems, environments, by loading new versions, and verifying compatibility with Company products, reporting any anomalies to the development team.
• Participate in special projects providing support of new product installations and teaching clients or Client Support Consultants about product and installation procedures, features of operating systems and interactions with other Company products, when required.
• Provide application support to clients for Company products as required.
• Keep management informed of outstanding issues by preparing monthly/weekly status reports.
• Manages workload effectively and provides accurate accounting of work and time allocation.
• Provides team mentoring and leadership, contributing to a positive team environment.

JOB REQUIREMENTS

• In-depth understandings on BPCS V4 to LX on AS400
• In-depth understandings on BPCS V6 to V8 on NT.
• Familiar with BPCS manufacturing and supplier chain
• Master knowledge of module ORD, PUR, Billing Promotion.
• Master knowledge of MRP MPS and SFC
• Familiar with database DB2 on AS400 or Oracle
• Knowledge on Advance program schedule and Cognos is preferable
• Knowledge on CRM products is preferable
• Remaining proficient on current products and learns future products and tools to be utilized in servicing clients.
• Requires knowledge of the field of computer science or related subjects.
• Requires advanced knowledge of operating systems and hardware.
• Requires advanced knowledge of Company product’s file structures and data schema.
• Requires advanced knowledge of LAN’s/WAN’s
• Requires competent industry knowledge
• Requires written and oral communication skills to explain technical concepts and functionality of systems to non-technical clients.
• Requires organizational skills to ensure that most effective and timely service is delivered to clients.
• Requires advanced analytical skills to analyze data, do research, diagnose and solve diverse problems.
• Requires advanced problem solving skills
• Requires decision-making ability to make procedural decisions.
• Requires basic mentoring and leadership to provide an example and coaching to associates.

有意者请发中英文简历至peggy@aptitudehr.com
或详情联系021-62173335

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