大连招聘

Job Purpose:
·Provide real time response/resolution to customer support inquiries
·Interact with SDL customers via phone, e-mail and remote sessions
·Diagnose problem causes and provide solutions and best practices to customers
·Ensure continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines.
·Contribute and maintain knowledge base articles
·Work closely with second line engineers to diagnose bugs and provide suitable workarounds to end users
·Test new product releases/patches and provide feedback to development
·Demonstrate to and train end users on the various software applications

Major Focus:
·Timely response to all assigned support cases
·Structured approach to problem solving
·Proactive follow-up on all assigned issues to ensure satisfactory closure
·Maintenance of support case status, including root cause, within Remedy

Experience Required:
·2 years experience in a technical support role supporting software applications and enterprise clients
·Proven track record in multi-tasking, working under pressure and meeting customer Service Level Agreements on an ongoing basis
·Strong written and oral interpersonal and communications skills
·Excellent investigative and debugging skills
·Demonstrated ability to learn new technology in a fast-moving environment
·Good knowledge of Windows platforms (Unix a plus, but not essential)
·SQL command/query experience essential (mainly SQL Server/Oracle a plus)
·Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
·Strong experience of supporting systems developed within the Microsoft .NET framework, preferably using C# (J2EE architecture experience a plus)
·Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign)
·Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Application Servers would be advantageous
·Knowledge of programming concepts and general ability to read code advantageous (C#, Java)
·Fluent English and Japanese, both written and spoken essential

Education Level Required:
·Technical Degree Level Qualification (Preferably in Computer Science)
·Relevant Product/System Certifications

易文信息技术（大连）有限公司是以计算机软硬件及相关信息服务为主的综合方案提供商，面向全球客户提供信息服务及业务流程服务。运用多年的业务经验，已与多家欧美跨国企业及日企建立并保持了长期良好的合作关系。

公司成立至今发展迅速，现有员工100余人，分别为欧美、印度、日本、韩国、中国等多个国家和地区提供BPO服务、ITO服务、SI服务、咨询猎头服务。此外，公司积极拓展新的业务领域，不断完善服务体系，提升服务品质。

易文信息凭借优秀团队的力量，致力于为企业特别是成长型企业提供专业的信息化服务。倡导实在型服务，提供符合企业工作流的咨询建议和设计制作，依托信息化网络平台的无限魅力，在节约成本的基础上全力提升企业的信息化生产力。

我们专心于互联网技术服务；相关业务流信息化管理咨询建议，招聘动态等一体化服务。我们的客户来自各个行业，为此我们努力汲取不同的行业特色的力量，融会贯通，打造自己的特色，满足不同企业的需求。