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 北京金融外企-L2售后技术支持-日语+英语 |
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Chang
[博客]
头衔: 海归少校
性别: 
加入时间: 2008/10/08
文章: 81
来自: HeadHunter
海归分: 21748
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作者：Chang 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Description
Role Purpose:
• To provide expert technical support to customers, internal stakeholders and 3rd party engineers with regard to company products, and to interact with customers to resolve complex issues.
• To perform customer site maintenance and repair activities primarily remotely, and on-site where necessary.
• The role leverages innovative technologies to ensure global consistency of support tasks.
Major Responsibilities / Accountabilities:
• Provide technical support expertise on several complex products.
• Log and classify all customer calls and requests for assistance in the call tracking database (Siebel).
• Drive resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate company policies and procedures to manage customer issues including escalating promptly in order to minimize time to restore service.
• Interface with product support groups and development groups.
• Perform customer site break fix activities remotely (or dispatch to site when required) and full time on-site, using global consistent methodologies and tools.
• Provide support for alpha and beta programs.
• Provide expert technical support for problem resolution, including reproduction of customer issues.
• Provide high quality product technical advice to internal stakeholders and 3rd party engineers.
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.
• Maintain site documentation.
• Provide feedback to development and qualification teams.
• Provide technical training to both front line support teams and 3rd party engineers.
• Escalate major, elusive or recurrent issues that affect customer satisfaction.
• Support pre-sales teams in the provision of demonstrations, and provide advice on architectural design, functionality and integration aspects.
• May work as part of the project implementation team to integrate company products at customer site. May deliver technology training to customers.
Scope and Impact:
• Subject Matter Expert on several complex products, and with knowledge about all products within his/her area.
• May manage low to medium complexity projects.
• Low level of supervision needed.
• No budget or staff responsibilities.
Qualifications
Technical /Professional Skills & Competencies:
• Fluent in English in order to be fully effective as part of a global team.
• Advanced knowledge of key areas including operating systems, networking technologies, security standards.
• Strong problem management, troubleshooting and analytical skills.
• Ability to communicate effectively both verbally and in writing with customers and colleagues at all levels of technical and non-technical skill sets.
• Experience in a customer service environment is preferred
• Ability to work with virtual teams to successfully deliver projects or resolutions to escalations.
• Good understanding of project management principles.
• Basic/Medium level knowledge of financial markets.
• Excellent knowledge of internal systems, processes and technical policies.
• Ability to communicate effectively with various internal and external teams.
• Logical thinker/problem solver who is self motivated and a strong contributor within a team.
• Independent worker with excellent time management and escalation skills.
Relationships: Internal / External
• Customer IT departments
• Front line customer support teams
• Technical Account Managers
• 3rd party engineers
• Internal consultants
Certifications / Education:
Describe any licenses, certifications or educational experiences that are either required or helpful in performing the role. Designate when required
• University Degree in information technology, or relevant experience coupled with industry standard certifications on operating systems, networking etc.
作者：Chang 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 北京金融外企-L2售后技术支持-日语+英语 -- Chang - (3977 Byte) 2014-3-07 周五, 17:23 (1524 reads)
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