上海九发招聘Technical Customer Support Analyst

zbc0411

工作地点：上海

SUMMARY:

The responsibilities of a Technical Customer Support Analyst include many of the day-to-day tasks involved with supporting company Client base in the Greater China/S.E.Asia region, and include all of company's products.

This initially includes:
Understanding each of the client's operational flow;
Answering calls and providing Level 2 or 3 support (depending on the requirement;
Developing fixes for product issues;
Taking ownership of incidents, resolving and escalating as required ensuring agreed escalation procedures are adhered to;
Provide customers with feedback for all incidents;
May be some on site support during the client's go live;
He/She can expect up to 20% travel in the Asian region.


The Technical Support Analyst works with the Manager to ensure required coverage of our clients post go live needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Include the following. Other duties may be assigned.
1) Performing preliminary analysis of issues and resolve if possible.
2) Developing technical fixes for the issues raised.
3) Provide Software Development estimates for client requested modifications or software fixes.
4) Develop custom specifications and modifications for clients.
5) Assist with testing of fixes before sending to client.
6) Installing fixes onto client systems and working with clients to test and promote fixes into Production systems.
7) Work with implementation teams (pre go live) for product experience.
Develop positive working relationships with clients and internal support resources.
9) Assist in transition of client over to Customer Support, from Project Implementation teams.
10) Strive to excel at all CORE (internal based review process) competencies.
11) Account for appropriate and accurate time entry.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:
* 2+-years of experience in developing C++ Code (with any RDBMS) in UNIX/LINUX and or NT environments
* Knowledge in OOAD and UML concepts preferred
* Good to have skill set: XML/Java
* Experience in developing Ntier Applications
* Very good communication skills as the individual will be interfacing with the clients.
* Strong problem-solving skills. Self-motivated
* Priority-management skills
* Quick-learning ability
EXPERIENCE:
Must have a technical developers background. Experience in customer service is an advantage. The applicant will have excellent written and verbal communication skills, and be comfortable dealing with clients at an operational and senior level.
The role is a very busy one and requires someone with self discipline, good time management skills, and the ability to prioritise their work without constant monitoring.
Attributes of the successful applicant:
? Demonstrated experience working in a related customer focused environment
? Demonstrated ability to drive problem resolution to completion, meeting customer SLA's
? Ability to communicate effectively at all levels and work well in a team environment


有意请联系：zbc_0411@126.com

zbc0411

这个职位还在招聘。。。。。。