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 猎聘：【技术支持工程师,上海】，200K |
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luffygu
头衔: 海归上尉
性别: 
加入时间: 2008/01/11
文章: 62
海归分: 8244
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作者：luffygu 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
SKILLS
Guides customers in best practices and problem resolution.
Excellent English communication skills; flexibility and strong attention to detail a must
Candidate must demonstrate excellent customer service skills, organizational, interpersonal communication and presentation skills.
Software product customer support
Troubleshooting Linux application and web-based applications.
Good understanding of Linux, Web Services (SOAP and REST), and networking
Ability to analyze and understand Error Logs, Configuration files, event logs, etc.
Ability to use and interpret output from web based performance tools.
Able to build metrics and use tools to track application system
Must possess ability to react quickly to interrupt driven workload and handles multiple tasks simultaneously.
A strong sense of urgency and professionalism is essential.
Must have the ability to work independently, with minimal supervision
PRINCIPAL DUTIES AND RESPONSIBILITIES
? Applies advanced technical expertise using standard operating and diagnostic protocols to quickly identify and resolve very complex systems level technical support issues that are negatively impacting product performance at customer sites in support of internal and external customers. Identifies, documents and reports design, reliability and maintenance issues Uses standard internal and external diagnostic test equipment and product trace and logging procedures. Follows generally accepted protocols or procedures in diagnosing and resolving very complex customer issues. Applies knowledge and uses judgment to make decisions. Makes a recommendation to higher level technical support engineers for improving processes, standards and strategies.
? Initiates design engineering analysis by providing researched data to open Engineering investigation.
? Is pursuing or is established as SME in an identified technical area;
? Effectively communicates procedural and technical issues to internal and external customers in a highly fast paced and customer critical environment. Maintains a 揷losed-loop? communication style assuring all appropriate individuals are notified of problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, Customers. Contributes to centralized problem identification and resolution database.
? Leads efforts in facilitating problem recreation and root cause failure analysis. Utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. Provides documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers.
? Identifies the need for and creates timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments. Delivers seminars to employees and/or Customers on product lines. Implements and designs the development of training materials and procedural documentation to improve product quality.
? Trains less experienced team members in working technical issues through to resolution. Could be called upon during off-hours to become actively involved in resolving a customer issue.
? Participates in the change control process to ensure all planned Field activities are successful.
? Keeps informed of all new technical and business developments as information becomes available.
? Validates technical information and issues early warnings and tech tips as needed.
? Uses Knowledge base and experience to determine appropriate action to ensure group activity supports overall customer service objectives.
? Has a heightened awareness of customer base including Top Tier or Sensitive customers
? Accountable for maintaining open channels of communication with design Engineering, developers, etc.
? Communicates effectively to internal and external customers over phone, on conference calls in meetings or on customer sites.
? Responsible for the translation and dissemination of acquired knowledge concerning problem resolution with Field and, as appropriate, to customers.
? Identifies the need for and development of timely, highly focused and localized training programs. Including both preparation and delivery in local language.
? Monitors and tracks all solutions software service calls, provides call status updates at regular intervals and communicates status to customers using Customer Service Call Tracking Databases.
? As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
作者：luffygu 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 猎聘：【技术支持工程师,上海】，200K -- luffygu - (4651 Byte) 2009-6-24 周三, 14:36 (1828 reads)
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