上海招聘

JOB SUMMARY

EMC eServices is to support the goal of delivering a differential best in class online service model to customers/partners with around-the-clock access to easy, cost-effective self-service. It includes an enhanced self service delivery model through the use of support forums / support search/ product pages, and the evolution of the support channel from the phone to an online experience such as live chat and forums.
As continuous customer demand for local language support, we are looking for more eService engineers to lead eService support in APJK region (Chinese, Korean and Japanese). This position is responsible for working with customers through various online channels and delivering (1) critical knowledge base creation for customer consumption (2) support service to improve customer satisfaction (3) creative social media support experience for customers.

This role will have key responsibilities around EMC online support, content development and social media engagement. The principle duties and responsibilities include:

* Effectively communicates procedural and technical issues to customers in EMC community. Actively participate in EMC community to answer customer questions, build learning environment and advocate EMC product.
* Responsible for sharing all acquired knowledge concerning problem resolution. Contributes to centralized problem identification and resolution database. Developing and enabling more pertinent knowledge asset including knowledge base article, community FAQs, product document and etc.
* Provide high quality service delivery to technical live chats
* Participate in regional eService social media initiatives. Engage customers/partners for eService regional adoption.
* Facilitate problem recreation and failure analysis of customer issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to product or field team
* Makes a recommendation to management for improving processes, standards and strategies. EMC Proven Professional Certification desired.
* As a 24X7X365 organization shift work, holidays and on-call responsibilities will be required

KNOWLEDGE and SKILLS

* In depth knowledge of networking and storage, and hands on Experience in SAN and NAS products or Backup/Restore application.
* Passion with the emerging technology and products in the industry and quick learning ability.
* 5+ years of experience on Unix /Linux (Solaris, HP-UX/Linux/AIX)) or Windows Operating and File system
* Excellent English written skills. Experience with technical writing and knowledge creation. Multiple language ability (Korean, Japanese) is definitely a plus
* Experience with social media engagement and online interaction, including twitter, blog, forums, SNS...? Excellent customer interaction and communication skills are expected

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。

了解更多信息，请进入emc全球页面http://www.emc.com