500强IT巨头 项目支持工程师eCommerce Escalation Engineer
上海万宝盛华人力资源有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2012-08-17
- 工作地点：上海
- 招聘人数：若干
- 工作经验：一年以上
- 学历要求：大专
- 职位类别：技术支持/维护工程师 项目执行/协调人员
职位描述
Summary
eCommerce Support delivers world-class support assistance to small, medium businesses, partners, developers and consumers. We help earn customers' loyalty for a lifetime, while working in partnership with product development to help improve product quality. We are there to help customers when they need help the most. In this role, you have an opportunity to be a personal hero for a customers and developers who are experiencing critical problems with their Microsoft solutions and work with the latest technologies.
You will have a chance to solve a new set of dynamically complex and challenging problems in a non-technical environment. Troubleshooting at this level is not scripted. As a Support Engineer, you will be designing and driving the discovery of potentially unique solutions for each of your customer's situations as part of a team. We'll provide you with abundant resources, including a rich content library, advanced tools, the business product group, and the experience of tenured team around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.
Our world can only be described as a continuous learning environment with significant investment in allowing top troubleshooting minds to reach their full potential. Join our team of smart people and great leaders, and experience working with our cutting-edge technology including cloud services and future products.
Responsibilities
? Communicate with customers via telephone, written correspondence, electronic service, forums and social media to assist them in resolving issues utilizing products and technologies.
? Foster positive customer relationships and build customer loyalty, while effectively managing challenging situations.
? Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.
? Demonstrate leadership through personal responsibility, accountability, and teamwork.
? Act as a focal point for end to end issue resolution.
? Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues.
? Be responsive to customer needs.
? Apply a logical and methodical approach to remote problem solving.
? Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
? Help with technical content including Knowledge Base articles, whitepapers, training documents, forums and blog postings.
? Respond to select newsgroups and contribute to proactive knowledge transfer.
Basic Qualifications
? Minimum of 2 years' experience in customer support, including software/hardware or developer support.
? Ability to have understanding of development technical terminology in conversations.
? Personal experience engaging in social media (eg. - forums, blogs, Twitter)
? Good customer service, accurate and logical problem solving and communication skills, plus the ability to work in a team environment
? Excellent written and verbal communication skills, as exemplified by clear issue explanations, documentation of knowledge, and effective intra- and inter-group communications
? Ability to learn and adapt quickly in a dynamic environment
Preferred Qualifications
? Experience in billing, sales or commerce support is useful but not required
eCommerce Support delivers world-class support assistance to small, medium businesses, partners, developers and consumers. We help earn customers' loyalty for a lifetime, while working in partnership with product development to help improve product quality. We are there to help customers when they need help the most. In this role, you have an opportunity to be a personal hero for a customers and developers who are experiencing critical problems with their Microsoft solutions and work with the latest technologies.
You will have a chance to solve a new set of dynamically complex and challenging problems in a non-technical environment. Troubleshooting at this level is not scripted. As a Support Engineer, you will be designing and driving the discovery of potentially unique solutions for each of your customer's situations as part of a team. We'll provide you with abundant resources, including a rich content library, advanced tools, the business product group, and the experience of tenured team around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.
Our world can only be described as a continuous learning environment with significant investment in allowing top troubleshooting minds to reach their full potential. Join our team of smart people and great leaders, and experience working with our cutting-edge technology including cloud services and future products.
Responsibilities
? Communicate with customers via telephone, written correspondence, electronic service, forums and social media to assist them in resolving issues utilizing products and technologies.
? Foster positive customer relationships and build customer loyalty, while effectively managing challenging situations.
? Demonstrate strong interpersonal and communication skills, while working with varying audiences from technical engineers, developers and tool architects, as well as executive-level management.
? Demonstrate leadership through personal responsibility, accountability, and teamwork.
? Act as a focal point for end to end issue resolution.
? Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues.
? Be responsive to customer needs.
? Apply a logical and methodical approach to remote problem solving.
? Maintain strong working knowledge of released products, take ownership for product improvement, and participate in pre-release activities and BETA programs.
? Help with technical content including Knowledge Base articles, whitepapers, training documents, forums and blog postings.
? Respond to select newsgroups and contribute to proactive knowledge transfer.
Basic Qualifications
? Minimum of 2 years' experience in customer support, including software/hardware or developer support.
? Ability to have understanding of development technical terminology in conversations.
? Personal experience engaging in social media (eg. - forums, blogs, Twitter)
? Good customer service, accurate and logical problem solving and communication skills, plus the ability to work in a team environment
? Excellent written and verbal communication skills, as exemplified by clear issue explanations, documentation of knowledge, and effective intra- and inter-group communications
? Ability to learn and adapt quickly in a dynamic environment
Preferred Qualifications
? Experience in billing, sales or commerce support is useful but not required
公司介绍
Manpower是全球弹性用工和长期人才解决方案的领导者，致力于提供商业所需的灵活用工方案。通过我们值得信赖的品牌形象，为客户构建人才库，快速满足客户的人力需求。并时时评估和发展我们雇员所拥有的技能，使他们拥有与时俱进的技能，按时保质出色地完成每一项工作。
我们提供企业人才培养服务。我们根据企业人才发展战略、岗位职能等设计人才培训系统方案，使人岗合一、展现个人魅力。在实现个人、团队、公司目标的同时，提升个人全面技能，达到企业可持续发展，使企业及个人在风云变幻环境中成为赢家。
我们提供企业人才培养服务。我们根据企业人才发展战略、岗位职能等设计人才培训系统方案，使人岗合一、展现个人魅力。在实现个人、团队、公司目标的同时，提升个人全面技能，达到企业可持续发展，使企业及个人在风云变幻环境中成为赢家。