自协软件科技（上海）有限公司

职位：技术支持工程师CSE(职位编号：IP091229MD)
发布时间：2010-03-01
工作地点：上海
信息来源：前程无忧
职位类型：全职
职位描述
工作内容：

负责对APAC区中小企业邮件技术支持，负责大陆客户的售后邮件/电话技术支持。

能力要求：

熟悉邮件服务器架设，有一定网络基础，良好的客户服务意识，84年以后出生，具备一定英语交流能力，优秀应届生源也可考虑

以下是详细的职位说明：

The Customer Support Engineer provides advanced technical support in a professional manner, resolving customer issues and closing customer trouble tickets efficiently. The CSE will support small,medium, large (Fortune 500) and often strategic IronPort customers during both pre-and post-sales periods. The CSE will be responsible for ensuring that the customer relationship is managed through proactive customer communications, by providing rapid response and guaranteeing that estimated response times are communicated up front.
The CSE has broad expertise, unique knowledge and wide-ranging experience and uses professional concepts and company objectives to resolve complex issues in creative and effective ways. These issues often include product defects, DNS issues, network configurations problems, and assistance with complex product configurations, performance tuning and optimization, troubleshooting delivery/connectivity issues and training the customer on unfamiliar features. Unusual failures and new product are escalated to Application Engineering (AE) for technical resolution, with the CSE maintaining control of the account and communicating with the customer throughout the process.

Primary Responsibilities:
Provide technical support for IronPort ESA customers, VARs, and Distributors via telephone, email. Normally receives little instruction on day-to-day work, general instructions on new assignments.
Responsibilities include, but not limited to:
Logging and resolving customer calls
Work with customer to understand their concerns
Triage/root-cause the problem
Provide status to the customer and sales team (as necessary)
Submit Bug reports to Engineering
Submit Enhancement requests to Product Management
Track problems until they are resolved to the customer's satisfaction
Attending IronPort product training and other industry courses necessary to provide effective technical support.

Required Experience and Skills:
*Absolute passion for customer satisfaction.
*Previous experience in a Customer Support role.
*Extraordinary troubleshooting skills and diligence.
*Strong English Communication Skill
*Strong networking knowledge and understanding of switches, routers, firewalls and subnetting.
*Good working knowledge of standard protocols such as SMTP, DNS, FTP, SSH, TCP/IP.
*Experience working with Unix/Linux command line.
*Ability to clearly follow processes and procedures.
*Ability to make decisions using critical reasoning.

Desired Skills:
*2 to 3 years IT operational background.
*Technical proficiency with email and the email infrastructure or web security technologies and networking infrastructure.
*Email administration, Anti-Spam and/or Anti-Virus experience desired.
*Experience with LDAP and Windows Active Directory Service a plus.
*Experience deploying and maintaining Microsoft Exchange (2000/2003) a plus.

*Personal Characteristics:
Passion to proactively seek ways to make our customers happy.
Entrepreneurship, sense of urgency: The successful candidate posses a high energy level which allows them to react to situations quickly and decisively, possessing self confidence to be assertive when taking a position.
Indomitable work ethic: The successful candidate will reject setbacks and will enthusiastically persist until ambitious goals are achieved. He or she will be resourceful and innovative at tackling complex challenges in a timely matter.
*Accountability:He or she should be a results oriented team player who leads by example, holds himself accountable for performance,takes absolute ownership, and champions all aspects of customer support.

公司简要介绍：
自协软件科技（上海）有限公司系美资公司，公司拥有丰富经验高素质人才队伍，向合作伙伴提供低成本的 GOU ( Global Operating Units, 全球工作组)工作模式，帮助合作伙伴扩大市场实现其商业目标。公司的管理团队在王一义、冯星君先生的引领之下，突出企业管理以人为本，强调尊重人格，重视沟通和理解，使公司稳步发展，已建立起和谐、团结、共同进取的愉快氛围和环境，同时给予员工的福利和保障是相当齐全的，不但具有竞争力的薪酬和去美国培训的机会，还给予员工充分的发展空间，所营造的工作氛围也是为数不多的公司之一。具体福利：
1）季度绩效奖金。
2）五险二金外加100%报销的商业医疗保险。
3）每年法定带薪年假5天及公司带薪假。
4）每年带薪病假累计15天。
5）其他假期按照国家规定。
6）每年一次体检。
7）人性化的办公环境与管理理念。
8）团队每月组织一次活动，公司每年组织一次旅游。
.....

欢迎加盟，共创业绩，在自协公司实现您的职业发展梦想！