北京招聘

Customer Technical Support Analyst - Tier 2

Job Title: Customer Technical Support Analyst
Functional Position: Technical Support Engineer
Reports To: Manager, Customer Support

Position Summary:
The primary responsibilities of technical support engineer include Service Desk coverage, developing test scripts, troubleshooting complex script or product issues, and management of client communications. In this position, a technical support engineer 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:
Managing Gomez scripts, tests, and results including monitoring and maintaining the quality and accuracy of transaction scripts for customers.
Troubleshooting test scripts and investigating the root cause of any issues.
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
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 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) Proven programming experience with the following:
SQL Server 2000 T-SQL scripts
Java, JavaScript, JSP, ASP, or ASP.Net
PERL or PHP scripts
Visual Studio .Net 2003
(5) Ability to work independently and in flexible hours, including in weekends.
(6) Bachelor degree in computer science or equivalent experience.
(7) Multi-tasking

Personal Attributes:
(1) Ability and desire to continuously increase technical knowledge
(2) Initiative
(3) Flexibility
(4) Team player
(5) Reliability

Company Overview:
Founded in 1973, Compuware provides software, experts and best practices to ensure applications work well and deliver business value. Compuware solutions optimize end-to-end application performance across the Enterprise and the Internet for leading organizations around the world, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Compuware employed over 4,000 people worldwide. We have more than 100 offices located in 45 countries. Learn more at: http://www.compuware.com.
The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.
研发中心：北京市朝阳区北四环中路27号盘古大观A座601-605, 616-618室
销售市场：中国北京市东城区东长安街一号东方广埸W3办公楼1111-1112室