北京招聘

Provides accurate, timely technical support to Open Text Actuate Software customers developers, system administrators

Duties and Responsibilities include, but are not limited to:
-Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
-Perform Support primarily via the telephone and E-mail.
-Answering all incoming support calls six or more hours per day.
-Provide Support within Actuate Software's stated service level goals.
-Record and maintain knowledge collected from each incident in accordance with the standard format.
-Work with Engineering and QA to aid in the resolution of product issues.
-Participate in the testing of new and enhanced products.
-Participate in the QA process by validating and reporting bugs reported by customers.
-Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
-Participate in Team Meetings.
-Assist in the attainment of Department and Company goals.
-Special Projects as assigned by Management. Examples would be helping to implement and maintain the Actuate Software knowledgebase, training new CSE'sSpecialists, participating in group training, etc.
-Managing projects in a supportive and helpful manner while meeting deadlines.


Qualifications:

-1+ years in a Customer Support -related position, preferably in a high-tech industry.
-Four-year degree (or equivalent work experience) preferably in Computer Science.
-Demonstrated strong oral, written, and interpersonal skills.
-Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.
-A proven ability to interface with customers (both on the phone and in person) in a support role.

Strong technical skills, including but not limited to:

-Microsoft Windows (Operating System and Networking), UNIX/Linux (Operating System and Scripting)
-Internet Expertise (including knowledge of browsers, Web servers, proxy servers, Javascript and firewalls)
-Knowledge of relational databases and data modeling. Proficient in data manipulation (Excel, SQL)
-Familiarity with integrated development environments such as Eclipse
-Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus
-HTTP/REST
-TCP/IP
-Directory Services (LDAP, Active Directory)
-CGI scripting
-HTML

-Knowledge of object-oriented methodologies and approaches (Java is a plus).
-Flexibility in completing assignments.
-Ability to work on several tasks simultaneously while accomplishing desired results.
-Ability to communicate well in all situations.
-Understanding of general business.
-Work well with little guidance in a very dynamic atmosphere.
-Work well under demanding circumstance

OpenText是全球***的的企业内容管理(ECM)软件公司，全球有超过12,000名雇员。作为***的独立ECM厂商，有着近20年历史的Opentext是行业的代表，过去十年的平均复合增长率高达40%，年营业额达30亿美金。
OpenText正在建立基于云平台的数据处理和行业垂直解决方案的新平台。目前公司在全球有上万名员工，分布于加拿大多伦多、美国旧金山、德国慕尼黑、澳大利亚悉尼等三十多个国家和上百个城市。我们在上海的办公室有超过200名员工负责产品销售、研发、测试、实施和技术支持。

想了解更多信息，请至官方网站
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