北京招聘

Job Summary
Answer telephone or written inquiries from customers regarding Websense and select third-party products,
analyze 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 to software development group, escalate complex issues to appropriate functional team and perform
special projects as assigned.

Essential Functions
Provide technical support via phone and email for Websense software products: 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.
Document all technical inquiries and customer-reported problems in the customer tracking database, including
the nature of the inquiry, and the resolution recommended.
Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
Adhere to company policies and procedures regarding customer handling processes, service entitlement
verification, customer registration and problem escalation.
Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
Conduct user satisfaction surveys, and provide recommendations on process refinements to support the findings.
Contribute potential technical workarounds or resolutions via interaction in technical discussions and
via knowledge base documentation.
Perform special projects and duties as assigned.

Requirements
Strong understanding of customer-support standards and processes, including problem resolution,
in an end-user computing environment.
General knowledge of Microsoft Office and experience creating procedural documentation.
Thorough understanding of how computers operate, including familiarity with hard-drives, memory,
networks, and other hardware.
Basic understanding of TCP/IP, Firewalls, Routing, Network Administration, Proxy Servers, DNS/DHCP,
Windows 2000, NT, Directory Services.
Commitment to providing exceptional customer service and providing measurable results that demonstrate
quality customer care.
Professional and effective communications skills – both verbal and written. Ability to effectively interact
and maintain professionalism with customers at all levels via phone and email.
Ability to follow through on both verbal and written instructions and effectively adhere to company
and department procedures.
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required
deadlines.
Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve
basic and complex technical problems and handle customer requests.
Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
Accurately type 35-50+ wpm

Training and Experience
Bachelor's degree in Information Systems, Computer Science, or related degree required.
Three years' customer service experience in a professional industry, in an end-user computing environment,
utilizing effective phone and email communication skills.
Experience with some of the following: TCP/IP, Firewalls, Routing, Network Administration, DNS/DHCP, Proxy Servers,
Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris. Prefer strong experience in one or
more of the following areas: Cisco and Checkpoint firewalls, Microsoft Proxy/ISA Server, SQL Server.
Certifications and/or coursework in some of the following areas: Websense, TCP/IP, Firewalls, Routing, Network
Administration, DNS/DHCP, Proxy Servers, Windows 2000, NT, Novell, Directory Services, SQL, Unix, Linux, Solaris.
Chinese and English required, Japanese a plus

Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection(TM) for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.

Websense, Inc.（纳斯达克：WBSN）是全球领先的整合Web、信息和数据安全防护解决方案提供商，总部位于美国加利福尼亚州的圣地亚哥，在北美、欧洲、中东、亚太、非洲拥有数十个分支机构。作为全球网络安全领域的领跑者，Websense曾连续三年（2004-2006）被《福布斯杂志》评为 “25 家顶尖科技公司” 之一，其安全解决方案被《财富》世界 500 强及 FTSE100 企业广为采用，为全球 5万多家企业的 4400 多万名员工提供关键信息防护。公司通过全球渠道合作伙伴网络分销其解决方案，Websense 软件和托管式安全解决方案可帮助企业拦截恶意代码、防止丢失机密信息以及实施因特网使用和安全策略。

Websense 从开发 Web 过滤解决方案起家，同时在其所有产品中，继续发展在发现和分类内容方面的核心优势，并将该优势涵盖在旗下所有产品当中。现今的Websense正在用空前的速度，将公司代入Web2.0的世界，帮助用户在享用Web应用发展成果的同时，得到充分可靠的安全保障。

Websense中国北京研发中心成立于2007年初，作为Websense全球最重要的研发基地之一，Websense北京研发中心拥有安全技术研究、软件开发、软件测试三大核心研发部门、亚洲最大的全球技术支持团队，以及包括人力资源、财会、市场、销售等在内的多部门综合管理团队，目前在职员工超过300人。

自进入中国以来，Websense以其雄厚的技术背景、强大的研发团队、高可靠性产品和解决方案以及全面到位的客户服务赢得了广泛好评和用户的一致认可。目前，Websense在国内的用户遍及公共部门、金融/银行/保险、制造、法律、科技、批发/零售、服务和教育等。了解更多公司信息请访问网站www.websense.com.