Actuate China 招聘全球技术支持工程师

Actuate China 招聘全球技术支持工程师
发信站: 日月光华 (2007年04月11日09:38:13 星期三), 站内信件

Job Description:

Provides accurate, timely technical support to Actuate Software customers in
North America primarily via the telephone and E-mail. The Engineer will
deal with support issues that are complex in nature, carry differing
priorities and must be addressed within predetermined service levels, so
the Engineer must be adept at balancing multiple priorities. In addition,
the Customer Support Engineer will be handling pre-sales support calls, so
must have an orientation toward sales as well. The callers will expect
enterprise-level support, therefore the Engineer will need to be well
versed technically, and fully understand customer service concepts. Other
objectives are to contribute to the development of the automated, self-help
tools; to collect and report upon information gathered from incidents; and
to interface with Sales, Marketing, QA/Test and others as necessary.
In addition, a Customer Support Engineer will carry out projects as
assigned by the management staff, cooperate with other Customer Support
Engineers in carrying out their day-to-day duties, and represent Actuate
Software in a visibly supportive manner. Due to the client base this
engineer will be supporting, this position will be during the Night shift
to coincide with the time zones in North America. Duties and
Responsibilities include, but are not limited to:

Research, resolve, and record all levels of software questions from
customers, with an emphasis on the more complex technical and application
questions, quickly and repeatedly.

Perform Support primarily via the telephone and E-mail.
Answering all incoming support calls six or more hours per day.
Provide Support within Actuate Software's stated service level goals.

Record and maintain knowledge collected from each incident in accordance
with the standard format.

Work with Engineering and QA to aid in the resolution of product issues.

Participate in the testing of new and enhanced products.

Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for
the corporate Web site and for publication on hard copy.

Participate in Team Meetings.

Assist in the attainment of Department and Company goals.

Special Projects as assigned by Management. Examples would be helping to
implement and maintain the Actuate Software knowledgebase, training new
CSE's, participating in group training, etc.

Managing projects in a supportive and helpful manner while meeting
deadlines.

Other duties as required, some travel may be required.



Qualifications:


Four-year degree (or equivalent work experience) preferably in Computer
Science.

Excellent communication skills, both verbal and written. Proficiency in the
English language is a must as the engineer will be dealing primarily with
North America.

Ability to solve problems systematically and effectively, while ensuring
the highest customer satisfaction and staying within the stated service
level goals.

A proven ability to interface with customers (both on the phone and in
person) in a sales and/or support role.

Java programming knowledge

C++ knowledge and understanding of Object Oriented programming concepts

Microsoft Windows 95, NT (Operating System and Networking)

UNIX (Operating System and Scripting)

RDBMS (Operating System and Scripting)

ODBC and native drivers

SQL

General understanding of object oriented technology

Some Visual Basic or C++ knowledge, or an understanding of programming
concepts.

Demonstrated strong oral, written, and interpersonal skills.

Flexibility in completing assignments.

Ability to work on several tasks simultaneously while accomplishing desired
results.

Ability to communicate well in all situations.

Understanding of general business.

Work well with little guidance in a very dynamic atmosphere.

Work well under demanding circumstances.

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Note: This position should include night shift (9PM-4AM) OR early morning
shift (4AM-11AM), company will pay for the taxi fee.

Whoerevr interested in this position please send you resume and cover
letter to : fshan@