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 高薪急聘：高级工程师 |
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dalian-DLM
[博客]
[个人文集]
头衔: 海归少校
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加入时间: 2007/01/16
文章: 127
海归分: 19484
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作者：dalian-DLM 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Customer Service Engineers: Business Applications (Ref: CS/BA)-042
ob<x>jective
1. Helps customers to clearly explain and document their technical issue and provide known solutions to known problems.
2. Assists customers to interact with GRID.
3. Assists with problem definition, diagnostics and escalation management
4. Responds and owns to resolution support process related SRs
5. Responds to incoming phone calls, monitoring specific queues and catching exceptions to the process.
Responsibilities:
The Service Desk engineer is responsible for duties such as
1. Answering incoming phone calls and providing an initial technical response to customers’ initial technical questions (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
2. If Service Desk engineers are able to provide a known solution to a known problem then they will attempt real time closure, otherwise diagnostics will be collected and the SR will be passed (now with a clear problem desc<x>ription and with verified diagnostics collected) to GRID for further examination
3. Proactively assisting customers to collaborate with GRID with a particular focus on encouraging collaboration and the use of OWC,
4. Being a single point of contact (customer local time zone) for escalated and critical SRs.
5. Uses SR quality guidelines when placing entries in SRs including ODM Tags
6. Monitors a number of Service Request queues for critical SRs and for process exceptions
7. Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager
8. Notes any problems with system or process and reports to the Shift Manager
9. Follow up SRs that are identified as critical to avoid process failure and provide technical assistance where possible
10. Performs technical first response in local language for all new me<x>tali<x>nk SRs logged by non-English speaking countries (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
11. Uses QMON to identify new local language SRs and takes ownership of unowned SRs
12. Encourages customers to use English versus local language for SR resolution however where required Service Desk engineer will provide translation (verbal or written) to assist customers to work with English Grid
Requirements:
1. Experience in using, supporting or developing applications in one or more of these areas is desired:
MANUFACTURING (Procurement, Inventory, Core Manufacturing, Process Manufacturing etc)
FINANCIALS (General Ledger, Payables, Receivables, Fixed Assets, Projects, etc)
HRMS (Payroll, Time & Labour, Benefits, Self-Service HR, etc)
APPLICATIONS TECHNOLOGY (installation, configuration, system admin, middleware, etc).
2. Maintain knowledge of current business flows
3. 1-2 years plus technical knowledge in at least one general product area (usually at a "Bluebox" level of specialisation-specific level of specialisation would depend on team structure)
4. Self-motivated. Eager to keep technical skills current while balancing between working and self-training
5. Specifically skilled in problem desc<x>ription and diagnostic gathering (Issue Clarification and Verification, Data Collected and Research in ODM terms)
6. Excellent customer handling skills
7. Good verbal and written skills in English and Mandarin are mandatory
8. A good command in Korean language will be a definite plus.
9. Strong understanding of Service Desk guidelines and processes
If you don't have Business Applications product knowledge but have been working in a Customer Service environment, you should still apply.
Customer Service Engineers: Application Server (Ref: CS/AS)
ob<x>jective
1. Helps customers to clearly explain and document their technical issue and provide known solutions to known problems.
2. Assists customers to interact with GRID.
3. Assists with problem definition, diagnostics and escalation management
4. Responds and owns to resolution support process related SRs
5. Responds to incoming phone calls, monitoring specific queues and catching exceptions to the process.
Responsibilities:
The Service Desk engineer is responsible for duties such as
1. Answering incoming phone calls and providing an initial technical response to customers’ initial technical questions (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
2. If Service Desk engineers are able to provide a known solution to a known problem then they will attempt real time closure, otherwise diagnostics will be collected and the SR will be passed (now with a clear problem desc<x>ription and with verified diagnostics collected) to GRID for further examination
3. Proactively assisting customers to collaborate with GRID with a particular focus on encouraging collaboration and the use of OWC,
4. Being a single point of contact (customer local time zone) for escalated and critical SRs.
5. Uses SR quality guidelines when placing entries in SRs including ODM Tags
6. Monitors a number of Service Request queues for critical SRs and for process exceptions
7. Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager
8. Notes any problems with system or process and reports to the Shift Manager
9. Follow up SRs that are identified as critical to avoid process failure and provide technical assistance where possible
10. Performs technical first response in local language for all new me<x>tali<x>nk SRs logged by non-English speaking countries (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
11. Uses QMON to identify new local language SRs and takes ownership of unowned SRs
12. Encourages customers to use English versus local language for SR resolution however where required Service Desk engineer will provide translation (verbal or written) to assist customers to work with English Grid
Requirements:
1. A good understanding of Application Server and associated technology, and a sound understanding of RDBMS, SQL, PL/SQL and O/S such as Unix and Windows. Java programming skills like JSP, Servletts, OC4J, Web Service and EJB are desired.
2. Maintain knowledge of current business flows
3. 1-2 years plus technical knowledge in at least one general product area (usually at a "Bluebox" level of specialisation-specific level of specialisation would depend on team structure)
4. Self-motivated. Eager to keep technical skills current while balancing between working and self-training
5. Specifically skilled in problem desc<x>ription and diagnostic gathering (Issue Clarification and Verification, Data Collected and Research in ODM terms)
6. Excellent customer handling skills
7. Good verbal and written skills in English and Mandarin are mandatory
8. A good command in Korean language will be a definite plus.
9. Strong understanding of Service Desk guidelines and processes
If you don't have Applications Server product knowledge but have been working in a Customer Service environment, you should still apply
大连登龙门猎头
Web site:www.denglongmen.com
Tel:86-411-84809315/16/17/18
Fax:86-411-84809318-810
Email:[email protected]
应聘请将中外文电子版简历发送至上述邮箱
作者：dalian-DLM 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 高薪急聘：高级工程师 -- dalian-DLM - (7459 Byte) 2007-1-22 周一, 17:23 (1211 reads)
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