安讯软件招聘若干产品支持工程师

安讯软件招聘若干产品支持工程师
发信站: 饮水思源 (2007年05月05日08:42:39 星期六)

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 the taxi fee.

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