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 猎头职位-global technical support -上海 |
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alice007
头衔: 海归少校
声望: 学员
性别:  年龄: 43
加入时间: 2008/04/02
文章: 110
来自: 北京
海归分: 13047
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作者：alice007 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
Provides advanced implementation support to field personnel on VNX installations.
This includes Technology Solutions (TS), Customer Service (CS), VSI Partners engaged by Customers.
Reviews approved implementation documents to ensure configuration being implemented meets with compliance standards.
Applies advanced systems level technical expertise to resolve standard to highly complex systems level customer issues. Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Provides advanced level implementation support to internal, domestic and international field personnel/VSI Partners and customers from within the call center and on-site, when necessary and approved by management. Works as part of a team ensuring smooth transitions for the field reported software/hardware implementation issues. Responsible for sharing all acquired knowledge concerning problem resolution with field, and other departments as appropriate. Contributes to centralized problem identification and resolution database.
Monitors and tracks all software implementation service requests, provides call status updates at regular intervals and communicates status to field personnel or customer using phone and Customer Service Call Tracking Databases.
Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution
Works to keep implementations on track and schedule by offering needed support to field personnel.
Continues to develop technical and business knowledge related to products.
Escalates to senior resource or to engineering all necessary analysis to open engineering defect investigation.
As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites.
Effective communication skills with field personnel (TS, CS, and Partners)
Provides leadership and direction for less experienced staff and works closely with team members to resolve complicated software implementation issues. Must be able to work off-hours as needed to support critical customer implementations and weekends if necessary. Perform other duties as required.
SKILLS
Proficiency in hardware, software and/or Operating systems environments.
Communication skills.
Customer focused.
Fluent Spoken English
Results driven.
Project management skills.
作者：alice007 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 猎头职位-global technical support -上海 -- alice007 - (3021 Byte) 2013-5-27 周一, 11:52 (1225 reads)
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