上海招聘

职位描述：
GENERAL SUMMARY
Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers. Applies technical support expertise to independently diagnose and resolve complex customer issues involving unique systems and environments and unique operational issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field EMC employees, Chat and Web support calls. Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources. Works with cross functional teams in resolving customer issues; identifies and provides resolutions to a diverse range of technical problems. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of others
PRINCIPAL DUTIES AND RESPONSIBILITIES
? Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
? Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
? Understands and uses sphere of influence extending outside of the department
? Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly
? Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
? Validates technical information and issues early warning and disseminates information as needed
? Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
? Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
? Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
? As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
? Works toward becoming subject matter expert in a particular area or areas
? Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
? Applies systems analysis techniques and procedures to determine hardware or software systems functionality
? Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
? Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
? Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
? Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
? Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status
? Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
SKILLS
? Ability to work in a high-pressure environment.
? Customer Service skill.
? Troubleshooting skills.
? Customer focused.
? Interpersonal skills.
? Presentation skills.
? Understanding of EMC's products and their value added to the customer.
? Operating System (Unix/Windows), Networking (TCP/IP), NAS, Storage Experience is a plus.
Education Required: Bachelors (Technical)
Experience Required: 2+ years relevant experience
Physical Requirements: No 举报 分享

emc公司是全球信息基础架构技术与解决方案的领先开发商与提供商，是全球最大的企业存储设备和软件提供商，也是全球十大科技产品公司中成长最快的一家。作为美国财富五百强之一，emc公司连续四年营收保持两位数增长，2007年全球研发投入高达14亿美元，致力于帮助各种规模的企业改变竞争模式、从信息中创造价值。
emc中国研发中心于2006年11月2日正式落成，位于上海和北京，主要负责emc的核心软件与硬件的开发工作。其主要目标是向emc业务部门提供先进的软件与硬件开发与质量保证功能，为中国、亚太地区和全球的客户提供世界一流的产品和服务。
emc 公司总部在美国波士顿附近，在全世界五十多个国家设有办公室，员工35000余人。emc的研发网络遍布三大洲，在俄罗斯、爱尔兰、以色列、印度、中国和美国六个国家设有分支机构。emc 卓越中心与emc在印度和俄罗斯的研发中心一起，组成了emc在全球的三大卓越研发中心，并且是其中增长最快的。2008年，emc 高级技术支持中心落户中国研发中心，支持中心为全球客户提供24*7的技术支持。同年，emc成立了致力于终端客户在线备份存储产品的子公司decho. decho中国包括研发，销售，技术支持在内的团队，将帮助更多客户保护，管理和丰富自己的个人信息。
emc中国研发中心的使命是：建设世界一流的研发中心，成为emc全球产品和服务创新的培育基地。emc中国研发中心也将进一步扩大emc作为“***研发实践”的全球领先it公司在亚太地区的声誉。
公司福利待遇：
emc公司为员工提供业界领先的全面福利竞争优势与工作便利，能够***满足您和您的家庭，包括您的丈夫或妻子以及孩子的需要。　　全面的福利及薪酬体系：基本工资、季度奖金、股票计划（股票购买、股票期权）、国家规定的各种社会保险、住房基金、商业保险（人身及意外伤害保险、补充医疗保险）、带薪假期。

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