大连招聘

职位描述：
Duties and responsibilities
Manage complex technical cases in a professional manner
Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
Fully document every ticket, including all resolution steps
Present a positive, effective and flexible contribution to achieving team targets and objectives
Meet all personal targets
Send all reports asked by the leader when requested
Protect confidential and sensitive information and materials
Collaborate with other team members to provide high quality support
Ensure constant self-development using gathered experience, web based training, and any other available tool
Attend feedback sessions with Quality Team
Make a correct use of all communication channels with customers, including phones, remote sessions etc
Be the bridge of contact between L1 and L3 when needed.
Take Premier Contract cases when requested.
Mentor L1 engineers if needed or requested by the manager.




Skills and competencies
Customer orientated, motivated to take charge of both customer engagement and problem resolution.
High customer service, telephone, oral and written skills.
High written and oral knowledge of English
Proficient knowledge of various hardware, software and Linux operating systems.
High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc) – Technical skills have to be higher than L1 engineer.
Be familiar with database product, database administration and SQL.
Troubleshooting skills
Capable of being self-managed
Team player
Education and Experience
More technical experience and studies than a level 1 is desirable.
Previous experience on the software
Technical education at a high level is preferable.
Experience in Customer Service is needed
Engineer certified on the product supported when needed. 举报 分享

TEK Experts partners with leading IT & Telecommunications organizations to help them expand their operations, while maintaining high levels of both technical expertise and customer service.

TEK Experts provides nearshore solutions for outsourcing and staff augmentation of software services.

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