北京招聘

Scala is a STRATACACHE company. We are a family of more than 19 marketing technology companies which serve the Digital Signage and marketing technology needs of thousands of customers in the Retail, Hospitality, Quick Serve Restaurant (QSR), Theme Park, Resort, Gaming and Transportation markets. With more that 2.5 million digital displays and interactive experiences worldwide, Scala/STRATACACHE is the world’s largest provider of digital signage and marketing technology products and services. Seven of the world’s 10 largest brands trust STRATACACHE to inform, entertain and activate their guests every day.

We are expanding into the China market and is just at the beginning stage and we are determined to develop the market vigorously.

We seek qualified professional to join our core team in China.

Position Summary: Reporting to the Technical Head of APAC, the Technical Support professionals will contribute to expand the business in China. Build sales team confidence by providing pre-sales support and to maintain customer confidence in implementation and commissioning of project with project management skills and also by support customers with excellent after-sales services. The role is accountable to professional and strategic contributions to the overall business plan for the China market.

The job holder also serves as a technical resource for all Scala products and provides customer support, product testing, and other essential job functions such as answering basic and complex telephone or written inquiries from customers regarding Scala solutions. Carry out tasks such as analyze hardware, software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions.

Maintain records of customer contact to track customer history and report recurring problems/high severity issues to appropriate resources within STRATACACHE.

Key Requirements:

• Provide technical supports for Scala solutions
• Answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found
• Analyze problems and develop solutions to meet customer needs
• Follow team-specific guidelines for product group engagement to ensure timely resolution of customer issues
• Document all technical inquiries and customer-reported problems in the customer tracking database including the nature of the inquiry, and the resolution recommended
• Assist in project troubleshooting and designing implementation tests

Required Skills/ Knowledge/Abilities

• Verbal and written proficiency in English and Chinese is a MUST
• Minimum of 5 years technical support experience
• BA/BS degree in Computer Science, Computer Engineering, or similar discipline is preferred, though comparable
• Knowledge and experience with IP-based WAN/LAN networks and technologies
• Knowledge of Linux and Windows operation systems, file system structure and troubleshooting techniques
• Working knowledge of computer operating systems
• Able to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Exceptional customer service skills
• Strong problem-solving/troubleshooting, Effective multi-tasking/organizational skills
• Must be able to work autonomously as well as with a team and ability to interact professionally with senior internal and external personnel
• Excellent work ethic

Scala公司是STRATACACHE旗下子公司。我们是一个由19余个营销技术公司组成的家族，为零售、酒店、快速服务餐厅、主题公园、度假胜地、游戏和运输市场的数千名客户提供数字标牌和营销技术需求。Scala Scala/STRATACACHE在全球拥有超过250万个数字显示器和互动体验，是全球***的数字标牌和营销技术产品及服务供应商。全球10个***的品牌中有7个品牌信任STRATACACHE，每天通知、娱乐及活跃他们的客户。

我们正进入中国市场，尚处于起步阶段，但是我们决心大力发展市场。

我们寻求合格的专业人士加入我们在中国的核心团队。

职位摘要：向亚太地区技术主管汇报，技术支持专业人员将为扩大中国业务做出贡献。通过提供售前支持，通过项目管理技巧让客户保持对项目实施和调试的信心，同时向客户提供出色的售后服务，来建立销售团队信心。该角色负责为中国市场的整体业务计划做出专业的战略贡献。

任职者还可以作为所有Scala产品的技术资源，提供客户支持，产品测试及其他基本工作职能，例如接听基本的和复杂的电话或关于Scala解决方案的客户书面询问。执行诸如分析硬件、软件与系统配置之类的任务，以识别和诊断客户报告的问题并就纠正措施提出建议。

维护客户联系记录以跟踪客户历史记录，同时向STRATACACHE中的适当资源汇报重复出现的问题与严重性问题。

关键要求：

1.为Scala解决方案提供技术支持

2.回答技术咨询，诊断报告的问题或配置问题，推荐可能的解决方案，跟踪问题直至解决或在找不到解决方案时上报

3.分析问题并制定解决方案以满足客户需求

4.遵循为产品组互动而专门制定的团队指导方针，以确保及时解决客户问题

5.在客户追踪数据库中记录所有技术查询及客户报告的问题，包括查询的性质和建议的解决方案

6. 协助进行项目故障排除和设计实施测试

所需技能/知识/能力：

1.必须具备中英文口语和书面表达能力

2.至少5年技术支持经验

3.获得计算机科学、计算机工程或类似学科的文学士/理学士学位的优先，但有可比性

4.具备IP基础的WAN / LAN网络与技术的知识和经验

5.了解Linux和Windows操作系统知识，文件系统结构和故障排除技术

6.计算机操作系统的工作知识

7.能够处理广泛的问题，数据分析会涉及到对可识别因素的评估

8.在选择解决方案的方法和技术时，具备良好的判断力

9.杰出的客户服务技能

10.强大的问题解决/故障排除能力，有效的多任务处理/组织能力

11.必须具备自主工作能力及与团队合作的能力，同时具备与高级内部及外部人员进行专业交流的能力

12.优秀的职业道德

宁波思凯莱数码科技有限公司，座落在浙江省宁波市江北区洪塘工业A区洪达路7号，隶属于美国STRATACACHE集团。集团在全球有20多个分公司, 专注于数字标牌领域。宁波思凯莱主要从事ARM架构下的电脑一体板的硬件设计和操作系统深度定制, 主要使用的SoC为瑞芯微和NVIDIA。

公司一直专注发展核心研发技术, 重视产品质量和客户服务。 公司在研发方面实力强大，拥有先进的技术和优秀的研发人员, 已经取得了多项专利，是全球众多大型连锁超市和银行的长期供应伙伴。

公司一直坚信人才为企业的竞争力, 一直重视人才的招募和人才的培养。我们诚邀您共同开拓更为广阔的未来。

公司地址：宁波市江北区洪塘工业A区洪达路7号(靠近牛奶集团)
上海分公司地址：上海市虹口区浦江国际金融广场
联系人: 管***
联系电话：18258765159
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