Job Title: Customer Technical Support Analyst (Korean and English speaker)
Functional Position: Client Services Representative (Tier 1)
Reports To: Director, Customer Support
Location: Beijing
Headcount: 1
Contact email: lingchao.xu@compuware.com
Position Summary:
The primary responsibilities of client service representatives include Service Desk coverage, troubleshooting complex technical issues, and management of client communications. In this position, a client service representative addresses issues according to the Service Level Agreements, informing customers of the status as deemed necessary, escalating issues via normal channels if necessary, and ensuring that the issue/call is properly updated in the Call Tracking System.
Primary Roles/Responsibilities:
Independently investigate customer issues using network analysis tools such as HTTP watch, Wireshark, or similar
Independently evaluate test data, using advanced SQL
Perform comparison of test results, network analysis, etc and chart results using tools as a means to identify root cause
Apply knowledge of Gomez products to facilitate resolution of issues
Apply knowledge of networking and data analysis to facilitate resolution of issues
Manage customer expectations with regard to their resolution timeframe and status
Take ownership and accountability for the case resolution process
Provide attention to cases according to Service Level Agreements
Follow the established customer support processes precisely and be able to provide constructive feedback
Escalate issues to Tier 3 (QA, Engineering, and other groups) according to the established standard operating procedures
Act as a technical liaison with the Quality Assurance and Development teams to evaluate and report bugs.
Write, edit and maintain knowledgebase entries
Inform Team Leads and Management of potential escalations and assist when they occur, by gathering call status, participating in conference calls with Sales, Product Management and Development and following up with the customer until a resolution has been reached
Participate in phone coverage and Enterprise QQ rotation as business dictates
Perform additional duties as requested by Team Leads or Management
Desired Skills/Competencies:
An ideal candidate should meet the following requirements:
(1) 2+ years of experience in a technical support environment
(2) Excellent spoken and written Korean and English is a must. Excellent communication skills are required.
(3) Good understanding of Internet and web applications and architecture; Strong knowledge of HTTP, DNS, XML, SQL, Windows, Unix/Linux, etc.
(4) Ability to work independently and in flexible hours, including in weekends.
(5) Bachelor degree in computer science or equivalent experience.
(6) Multi-tasking
Personal Attributes:
(1) Ability and desire to continuously increase technical knowledge
(2) Initiative
(3) Flexibility
(4) Team player
(5) Reliability
Please send you resume to lingchao.xu@compuware.com. Thanks!
发表于 2013-7-24 17:29:54
