上海招聘

L1 customer support engineer 初级技术支持工程师

Summary:

The role of the L1 technical support engineer is to provide Level 1 technical support to our APAC customers for our Talent Management Software, handling the complicated problem escalated from customer. The engineer demonstrates excellent communication, technical, analytical, troubleshooting and customer service skills. Occasional travel to both within and outside the geographical region for technical training/workshops and implementation services may be required.

概述：
该职位将为我司亚太区客户提供人才管理软件的Level 1技术支持，处理客户升级上来的问题，该职位要求展现出色的技术分析，故障处理和客户服务等技能。因技术培训，Workshop，服务实施等原因可能会要求偶尔出差（国内外）。

Key Responsibilities

? Provision of technical support to customers across the Support Region through the web portal, phone and/or email.
? Incident management, ensuring that customer incidents are dealt with as per defined process and methodology and that resolution is provided within the terms of service performance targets and contractual service level agreements (SLA).
? Communication with both internal and external customers to provide visibility of incident progress and technical updates, working with L2/L3 product maintenance specialists to ensure effective expectation setting on the resolution and timeframe of escalated incidents.
? Problem Management - active participation in the creation and maintenance of technical ‘Solutions/Answers’ in the Support knowledge base.
? Provision of workarounds to reported problems, answers to technical queries and remote consultation on software use.
? Communication of changes or new developments related to the support process and supported products.
? Support Account Management for targeted customer accounts.
? Support consultants with testing and translations of documents
? Occasional travel both within and outside the geographical region for technical training/workshops and implementation services may be required.

Experience, communication and cognitive abilities:

-Above 1 year Experience in a technical support or operational role.
-Familiarity with HCM, CRM or workflow based products and solutions; Familiarity with custom application support (xml, VB, Javascript, ASP) ; Familiar with basic database administration, such as table modifications, database sizing, and security administration.
- Strong desire to learn new technologies and products.
-Strong diagnostics skills including the ability to successfully troubleshoot and analyse software issues.
-A self-directed learner who is by nature a problem solver.
-You enjoy working in a young international team.
-Flexibility, ability to change priorities quickly and capacity to handle multiple tasks.
-Effective organization and time management skills.
- Ability to communicate effectively, both oral English and in written format. Ability to work as a part of the team.
-Self-motivated and drive to ‘get things done’ with minimal supervision.
-Experience in the Talent management / Talent acquisition industry is a plus.

Please note that only short-listed candidates will be notified for interview.

Lumesse provides Talent Solutions to more than 2,300 organisations in over 70 countries enabling them to engage and nurture the best talent in an ever-changing and demanding global environment. With our unique and highly adaptable Talent Solutions our customers are well prepared to capitalize on the fast evolution of new technologies and disruptive business conditions, making talent management their business advantage.

Lumesse Talent Acquisitions are optimized around customers'best practices and are deployed in the cloud,. They are designed to meet all their global and local business requirements, giving them the edge in the race for talent, wherever they do business. Each year, Lumesse process more than 50 million job applications and enable our customers to fulfil more than a million vacancies. Lumesse is an ambitious, innovative and successful organization operating worldwide. But we are also a people-friendly business that is proud to be different - different in our culture, our values and our approach to employees and customers.

You can sum up our philosophy in five words:

Happy Employees Create Happy Customers

We think people should enjoy their work - and if they do they will achieve more - for themselves, for the company, and for our customers.

For further information, please visit:www.lumesse.com.