【北京】-软件售后技术支持-美资软件厂商

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Technical Support Engineer


Position Summary:



The Technical Support Engineer provides technical support to our customers and resellers, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills, and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience. As a Technical Engineer you are expected to proactively assist the Team in driving key initiatives and ensuring the long term success of our customers and the company. You may be required to represent the team in a number of other functional areas within the company.




RESPONSIBILITIES/DUTIES:



80%

·         Resolve clients' questions or problems remotely in the areas of system configurations/setup, product functionality and bugs/enhancements

·         Responsible for identifying and documenting product defects for review and validation

·         Serve as primary support liaison between company and customer

·         Keep customer informed throughout the lifecycle of the support request

·         Involved in any additional follow up, testing and troubleshooting

·         Maintain a high level of customer satisfaction which is measured on a regular basis

20%

·         Develop and share knowledge about the software

·         Write knowledgebase articles and whitepapers to address common customer questions and issues

·         Represent the team in a number of other functional areas within the company (i.e. internal training, customer visits)

·         May perform other job duties as directed by Employee's Leaders



Operates under moderate supervision of the Support Manager



QUALIFICATIONS:



Required Skills and Experience:

2+ years of experience in IT with an emphasis on customer support
Dedicated to the success of customers. Takes account of the needs of the customer, how to satisfy them and demonstrates responsiveness and ownership.
Team player. Promotes a spirit of cooperation and teamwork.
Excellent interpersonal and communications skills. Excellent time management, decision making, prioritization and organization skills
Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions, isolating the root cause.
Projects a positive and professional image
Technical Background:

Working knowledge of current Microsoft Windows operating systems (client and server platforms).
Working knowledge of networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching and routing.
Working knowledge of Windows patch management, antivirus and firewall solutions.
Working knowledge of virtualized platforms such as VMware Workstation or ESX.
Understanding of Relational Database (RDBMS) including Microsoft SQL Server technologies is preferred.
Languages:

Chinese (Mandarin) and English fluent spoken and written


The following certifications would be preferred although not essential.

Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
CompTIA Network+
Cisco network associate certification (CCNA)
VMware Certified Professional (VCP)


Education:

4 year degree in IS or IT; or equivalent experience

vinnejin

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