韦伯森斯网络安全技术研发（北京）有限公司

职位：Technical Support Intern(English)/英语技术支持(实习生)
发布时间：2009-06-19
工作地点：北京
信息来源：前程无忧
职位类型：兼职
职位描述
Job Summary

Answer telephone or written inquiries from customers regarding Websense and select third-party products, analyze software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions, maintain records of customer contact to track customer history and report recurring problems to software development group, escalate complex issues to appropriate functional team and perform special projects as assigned.

Responsibilities

Provide technical support via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.
Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended.
Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.
Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
Conduct user satisfaction surveys, and provide recommendations on process refinements to support the findings.
Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation.
Perform special projects and duties as assigned.

Qualifications

Native English speaker preferred, but English major student is also welcome.
Bachelor or master’s degree in Computer Science or related degree is preferred.
Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment.
General knowledge of Microsoft Office and experience creating procedural documentation. Thorough understanding of how computers operate, including familiarity with hard-drives, memory, networks, and other hardware.
Basic understanding of TCP/IP, Firewalls, Routing, Network Administration, Proxy Servers, DNS/DHCP, Windows 2000, NT, Directory Services.
Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care.
Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures.
Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests.
Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
公司简要介绍：
漂亮的开局
-访Websense中国事务全球副总裁邓小莲

Websense,Inc.(NASDAQ:WBSN),data and email security solutions, provides Essential Information Protection? for more than 43 million employees at organizations worldwide.Distributed through its global network of channel partners,Websense software and hosted security solutions help organizations block malicious code,prevent the loss of confidential
information and enforce Internet use and security policies.For more information,visit ww***om.[点击查看]

韦伯森斯（纳斯达克上市代码：WBSN），其安全解决方案被《财富》世界500强及FTSE100企业广为采用。作为网络安全软件的主要提供商，韦伯森斯以其网页、数据、邮件领域的全方位安全解决方案为全球各公司机构超过4300万名员工提供关键信息保护，并通过全球网络渠道合作伙伴，帮助企业抵御恶意代码，防止机密信息泄露，推行网络安全使用策略。请访问网站ww***com[点击查看]了解更多信息。

韦伯森斯中国研发中心于2007年4月在北京成立，已经成为美国本土以外又一大研发中心。你需要展示自我的舞台和公平的的奖励机制吗？韦伯森斯诚邀加盟。

公司网站：ww***com[点击查看]

地    址：北京市海淀区大钟寺东路9号京仪科技大厦B座三层  

邮政编码：100098

联 系 人：Elaine