上海招聘

Essential Responsibilities :

-Listens to or reads about end user problem(s), locates appropriate scripts/ knowledge base forproviding assistance;

-Identifies gaps, errors, and potential improvements in scripts/ knowledgebase and adds/changes or shares feedback appropriately;

-Shares gained knowledge with otherend user support engineers;

-Assists engineers who are unable to provide adequate assistance;

-Self-starter, actively revisits personal and team queue to ensure that end user issues areresolved as quickly as possible;

-Applies a view of customer success to all customer interactions;

-Engages peers, supervisor, or others in network to ensure resolution of customer issues.

Qualifications/Requirements :

-Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineeringand Math);

-Minimum of 2 years of professional experience in Information Technology;

-Must bewilling to travel;

-Must be willing to be in an on-call rotation.

Desired Characteristics :

-Customer Support and Service experience;Listens interpersonal skills, including creativity andcuriosity with ability to effectively communicate and influence across all organizational levels;

-Interpersonal skills, including creativity and curiosity with ability to effectively communicate andinfluence across all organizational levels;

-Strong problem solving and analytical skillsdemonstrated the ability to assimilate new information and understand complex topics;

-Workingknowledge of our portfolio of software products;

-Self-starter with a proven track record ofsupporting complex customer solutions at the internal and customer departmental levels;

-Superiorcommunication skills (verbal and written) and well-developed customer presentation skills;

-Mustbe results-oriented, able to handle multiple tasks of urgent nature and effectively deal withambiguity;

-Proven client engagement capability: unrelenting passion and zeal to engage withcustomers;Passionate about driving change/influence across cross functions and organizationalboundaries;

-Uses critical thinking skills and disciplined approaches to help leaders and leadershipteams resolve issues and define solutions;

-Places personal credibility and reputation on the line topassionately advocate for what they believe in;

-Effectively manages risk, makes decisions withconfidence when problems or solutions are not 100% defined;

-Passion around the work that theydo.

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