天津招聘

Summary Description:

The Technical Support Specialist (TSS) works in a 7x24 high volume support center environment. The TSS will provide the incident management along with technical/functional knowledge necessary to resolve customer’s (both internal and external) problems. The TSS will work directly with the customer, on-site Customer Engineers and the Teradata Global Support Engineers to understand the problem, capture appropriate failure information and search knowledge for complex known solutions using available systems, tools, and resources to resolve the customer’s problems. The TSS will perform troubleshooting activities, escalate problems to the appropriate party(s), and assist in communicating the solution to the customer. The TSS must develop and maintain a working knowledge of current hardware, software, firmware, processes, and tools. The TSS will be required to have both strong technical and interpersonal skills.

Education and Experience Requirements:

A BA/BS in Computer Science or equivalent or Technical/Associates degree with Database Administration and UNIX experience is preferred. The ability to read, understand, and communicate complex technical information. The TSS must have the ability to apply factors of effective listening, such as displaying interest, not interrupting when another is speaking, asking appropriate questions and withholding judgments. Ability to express ideas in an organized, articulate, and concise manner. Professionalism by continually maintaining a positive attitude and communication style even in critical or stressful customer situations. Ability to work with others cooperatively. Ability to support others on the team.

Key Areas of Responsibility:

Project manages all resources needed to resolve a customer’s problem including:

1. collaborating with other analysts and Solution Engineers, as appropriate, develop the Problem Isolation and Solution Creation plans to uncover the root cause and the fix for the problem

2. own the problem resolution process including: identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and, as appropriate, personally solving the customer’s problem

3. assess the risks, business impact (including financial) and technical resource impact of the solution alternatives

4. with the Customer, operationalize/socialize the solution including: presenting and gaining agreement for the recommended Problem Isolation Plan, Solution Creation Plan, and the Solution Implementation Plan

5. engage the Customer Account Team if the customer will not accept any proposed resolution to the problem

6. provide feedback to the Solution Engineer or update the rediscovery database

• evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation

Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results

1. use available systems tools to assess data

2. identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements

Record information into the system

1. Effectively document problems and solutions and verify and make appropriate corrections to the incident record and customer profile

2. write and/or create technical documents as appropriate

• Identify processes, products and services areas of improvements and team with other analysts to improve the process

Contribute as a team member

1. participate in team meetings and activities

2. participate in objective setting, performance management, reward and recognition programs

3. participate in special projects to continuously improve processes, tools, systems and organization

4. be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business

Personal Development

1. participate in planning and implementing personal and career development activities

• actively develop job related skills

Scope

Problem resolution may involve multiple sources of resource expertise from a variety of internal and external supplier organizations in order to solve a problem or research an issue that has no documented history or precedence. The position may involve support for multiple product lines and industries, customers from varying countries, cultures, and languages.

Work Environment

• The Technical Support Specialists works in a fast-paced, demanding technical customer support center environment that requires timely solutions to complex technical problems, often of a critical nature to the customer.

• New technology developments and expanded support services require continual skill expansion and enhancement, often in an on-the-job environment.

• The work environment requires rotation in work hours, pager rotation, and or extended hours, as needed, to accommodate customer needs.

• This position will also be supporting International customers and the ability to speak other languages in addition to English is a plus

  Responsibilities

• Coordinates activities associated with product/service resolution issues

• Logs problem resolution- maintains databases

• Initial problem triage

• Research knowledge bases for known solutions to known problems

• Identification and management of duplicate incidents

• Populate work flow documents

• Extract logs, dumps, error files from customer systems

• Prepare and transmit source upgrade files

• Presents and gains agreement for problem isolation, solution creation and implementation plans

• Isolates standard problems

• Diagnose hardware problems

• Perform back trace analysis via appropriate tool set

• Provide remote support to on site resources

Education / Experience

• Bachelor’s Science Degree or equivalent experience.

• Basic TD Certification within six months

• TD Services Certification – Level 1

• TD Support Associate Certification

• 1-2+ years of related experience

• Good communication skills in English

概要说明:

技术支持专员(TSS)需要在7x24高电话业务量的技术支持中心环境下工作。TSS将提供事件管理以及必要的技术/功能知识，以解决客户（内部和外部）的问题。 TSS将直接与客户，现场客户工程师和Teradata的全球支持工程师了解问题，获取相应的故障信息并利用现有的系统，工具和资源来搜索复杂问题的已知的解决方案来解决客户的问题。 TSS将通过故障排除，向对应部门升级问题，并协助沟通以提供解决方案给客户。TSS必须开发和维护当前的硬件，软件，固件，流程和工具的应用知识。TSS需要同时拥有强大的技术和人际交往能力。

教育/经验要求：

文学学士 /计算机科学学士学位或同等学历，或拥有数据库管理和UNIX经验者的大专以上学历技术人员优先。阅读，理解和交流复杂技术信息的能力。TSS必须具有有效聆听的技巧，如示意自己积极聆听，不打断对方讲话，提出适当的问题而不妄加判断。在客户压力很大及关键的情况下，保持积极的态度和沟通方式。具备与他人协同工作的能力，能够支持团队中其他人。

主要职责:

项目管理所有资源需求以解决客户问题，包括：

1. 与其他分析师和解决方案的工程师合作，诊断问题并提供解决方案以揭示根本原因，并修复问题

2. 掌握解决问题流程包括：确定和管理第三方供应商，掌控和跟进问题的解决，并根据情况独立解决客户问题。

3. 评估风险，业务影响（包括财务方面）和解决方案的技术资源的影响

4. 与客户交流，实施解决方案，包括：提出并获得一致推荐的问题隔离计划，解决方案创新计划，及解决方案的实施计划

5. 当客户不接受任何建议的问题解决方法时，联系客户服务团队。

6. 给解决方案工程师提供反馈，或更新知识库

• 评估绩效并对供应商绩效提供反馈，流程改进和案例记录

查看知识库，并利用经验来判定趋向，异常和模式，以及沟通结果

1. 利用现有系统的工具，以评估数据

2. 识别模式，提供反馈，并为流程，产品，系统，工具提供建议，并组织改进

在系统中记录信息

1. 有效记录问题和解决方案并验证，对事件记录和客户资料做出适当的修正

2. 写入/创建相应的技术文档

• 识别流程，产品和改善服务区域及其他分析师团队，以优化流程

作为团队成员的贡献

1. 参加团队会议和活动

2. 参与目标设定，绩效管理，奖励和表彰方案

3. 参加特别项目，不断改善流程，工具，系统和组织

4. 了解企业机会均等/平权行动方案和指导方针，并给各个业务阶段的所有员工提供平等的机会

个人发展

1. 参与规划和实施个人和职业发展活动

• 积极提升工作相关的技能

(服务) 范围

解决问题可能涉及很多专业知识人员，包括各种内部和外部的供应商，以便解决问题或查询具有没有记载历史或处理流程的问题。该职位可能涉对多条产品线和行业，不同国家、文化和语言的客户的支持。

工作环境

• 技术支持专员在一个快节奏，高要求的客户技术支持中心工作，需要及时解决复杂的技术问题的环境，通常对客户有关键性的业务影响。

• 新技术的发展和扩展支持服务需要不断扩充和增强技能，往往需要在工作环境中提升。

• 工作环境要求轮班，值班，或根据需要延长工作时间，以适应客户的需求。

• 这个职位也将支持国际客户，有其他语言（中文外）能力者优先

  工作职责：

• 协调与产品/服务解决问题有关的活动

• 记录问题解决方案─维护数据库

• 问题初始分类

• 查询知识库以找到已经问题的解决方案

• 识别和管理重复的事件

• 填充工作流程文档

• 从客户系统中提取日志，dumps，错误文件

• 准备和发送源升级文件

• 就隔离问题，创建解决方案和实施计划达成一致

• 分离标准问题

• 诊断硬件故障

• 通过适当的工具集进行回溯分析

• 对现场资源提供远程支持

教育/经验

• 工科学士学位或同等学历的经验。

• 六个月内的基础TD认证

• TD 服务认证– Level 1

• TD Support Associate Certification

• 1-2+ 年的相关工作经验

• 良好的英文沟通能力

  Teradata天睿公司（Teradata Corporation，美国纽约证券交易所交易代 码：TDC）是全球领先的数据分析解决方案厂商，专注于整合数据仓库、大数据分析和业务应用，是全球公认的领导者，Teradata连续16年被Gartner评为数据仓库DBMS领导者。详细介绍参考公司网址：www.teradata.com
目前，80%的全球***商业和储蓄银行、90%全球十大电信运营商、80%的全球***零售商、100%的全球***航空公司、83%的世界***运输/物流公司，都在使用Teradata数据平台系统。