Actuate China招聘客户服务工程师

发布时间：2007-03-24
工作地点：上海
信息来源：饮水思源
职位类型：全职
职位描述
Actuate China招聘客户服务工程师
发信站: 饮水思源 (2007年03月24日11:05:20 星期六)

安讯软件上海支持中心现急需扩大,望大家踊跃投简历,长期有效.
注: 工作经历不做要求但是要是IT相关专业.英语流利因为大部分为北美客户.
有意者请将中英文简历发至: fshan@

Actuate Corporation, head quartered in South San Francisco, is the world leade
r in scalable Business Intelligence Applications. Actuate’s Information Appli
cation Platform is the foundation on which Global 9000 organizations (companie
s with annual revenues greater than $1 billion) and packaged application softw
are vendors create reporting and analytics applications that scale to empower
100 percent of their user community inside and outside the firewall. These Inf
ormation Applications include Business Performance Management (BPM) dashboards
, Information Portals as well as business analytic, enterprise reporting, and
spreadsheet reporting applications.


We are interested in professionals with strong technical skills, intellectual
vigor, and personal integrity. Actuate(Shanghai) offers very competitive compe
nsation, benefits and career growth.


Job Description: Overview:

The Customer Support Engineer (CSE) provides accurate and timely technical su
pport to technically skilled (designer, administrator) Actuate software custom
ers.
The CSE deals with extremely varied support issues that are complex in nature
, have differing priorities and must be addressed within predetermined service
levels primarily via the telephone and e-mail. Additionally, the CSE handles
pre-sales support calls, contributes to the development of the automated,self-
help tools, collects and reports upon information gathered from incidents and
interfaces with Sales and Marketing.

Responsibilities:

* Research, resolve, and record all levels of software questions from custom
ers,with an emphasis on the more complex technical and application questions.

* Perform customer support primarily via the telephone and e-mail.
* Record and maintain information 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.
* Participate in the QA process by validating and reporting bugs reported by
customers.
* Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for
the corporate Web site and for publication on hard copy.

* Handle special projects and other duties as required.

* Travel to other offices or client sites as necessary.

Qualifications:


* University degree (or equivalent work experience), preferably in Computer
Science.
* Fluent in English.
* Excellent communication skills, both verbal and written.
* Ability to solve problems systematically and effectively, while ensuring th
e highest customer satisfaction and staying within the stated service level go
als.
* Proven ability to interface with customers (both on the phone and in perso
n) in a sales and/or support role.
* Strong technical skills, including the following:
* OBJECT Programming skills and experience (JAVA, Visual Basis or C++)
* Web based application (DHTML, Javascript, JSP, Servlets)
* Good understanding of Web servers, proxy servers and firewalls, TCP/IP
* Microsoft Windows, NT, 2000 (Operating System and Networking)
* UNIX (Operating System and Scripting)
* General RDBMS knowledge and understanding, SQL
* Ability to work on several tasks simultaneously while accomplishing desired
results.
* Ability to work independently.