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 [原创]English Customer Service and Support engineer |
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symbio
头衔: 海归下士
性别: 
加入时间: 2006/04/06
文章: 6
海归分: 383
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作者：symbio 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Position Name: English Customer Service and Support engineer
Key Words: Unix/Linux, Database,JAVA,Communication
Location:Beijing ShangDi
Company: Symbio
website: www.symbio-group.com
MSN:[email protected]
Mail: [email protected]
Tele:82784012 -20255
Position Description Summary:
Provide basic technical support of company products/systems to ensure customer expectations of product and service are satisfied.
Principal Accountabilities (The following is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all expectations.):
-Provide complex to very-complex first and second level support for FileNet customers via live telephone support, customer generated web queries, and other support channels as required
-Conduct independent case research using company supplied research tools, databases, knowledge bases, etc., in order to find solutions to customer reported problems.
-Actively participate in team and department level meetings to exchange technical knowledge via open discussion and transfer of information (TOI) sessions. Take leadership role as required. Create and conduct TOIs as required to share information across the team and department.
-Effectively utilize customer support soft skills to maintain a positive working relationship between FileNet and its customers and partners.
-Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction as measured by event driven customer satisfaction surveys.
-Act as mentor for junior level engineers on FileNet products and other software products in your specialization area.
Knowledge:
A minimum of 3 to 4 years of technical support experience in a call center environment or equivalent is preferred. Requires knowledge of engineering or computer science principles, theories, concepts, practices, and techniques as they particularly apply to work performed in the respective area of client/server based product line including Unix or NT environments. Requires an understanding of related disciplines. Knowledge of company products and all potential applications and associated languages is strongly preferred. Must have ability to understand and explain technical issues. Effective communication skills required.
Education:
Generally requires at least a Bachelor of Arts/Science Degree in appropriate discipline or equivalent along with 1 to 2 years of appropriate experience.
Physical Requirements:
Must be able to sit at a workstation for long periods and to manipulate a computer keyboard and mouse. Must be sufficiently sighted to review complex documents. Must possess both verbal and written English language skills to clearly communicate technical information to our English language customers. Must be able to lift thirty (30) pounds. Travel may be required.
作者：symbio 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 [原创]English Customer Service and Support engineer -- symbio - (2886 Byte) 2006-5-22 周一, 11:33 (1716 reads)
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