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 [上海]猎头职位：Advanced Service Engineer（要日语好的，英语不好无所谓） |
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cathy.zhang
头衔: 海归少尉
性别: 
加入时间: 2006/07/05
文章: 34
海归分: 3978
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作者：cathy.zhang 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
请联系：
Tel: +8610 5820-6477/88/99-1032
MSN: [email protected]
Email:[email protected]
***salary is aroung 400K****
ASE - APAC Job Description
DESCRIPTION OF FUNCTION AND RESPONSIBILITIES:
The Advanced Service Engineer (ASE) is the dedicated 24 x 7 support contact for Enterprise-level customers and the business hour support contact for Core Support-level customers. Account management and technical support is provided based on Service Level Agreements requiring contact and or response to the customer within 30 minutes when paged, 1 hour of receiving voice mail, and 4 hours of receiving an e-mail.
An ASE in this position will be the primary point of contact for all Enterprise Support and Core Support issue, to include but not limited to: remote technical support by telephone, escalation of issues, testing, account management, and problem resolution.
The ASE will provide overall account management and technical solutions to the customers on all products with a high focus on pro-active support. This includes but is not limited to speaking/working with the designed primary Customer contact on a daily/weekly basis or as preferred by the customer.
Pro-active support by the ASE is also an important part of this job it will include but is not limited to: notification of new files/versions within 24 hours of release, known bugs or fixes to existing products, product enhancements or upgrades, weekly newsletter and providing alerts of new viruses and solutions to the customer’s.
The ASE will also provide technical problem resolution for all products used by the customer and will fully document problem resolution in the Network General call tracking system.
The ASE is the person that will escalate unresolved problems to the appropriate escalation points and will tracks issues until resolved, providing regular status updates of the problem resolution progress to the customer. The ASE will also be required to perform other duties as assigned.
The ASE will report to APAC Technical Support manager on a solid line basis and US Advanced Service manager on a dotted line basis. The ASE is also responsible for establishing effective lines of communications with Sales representatives, Back-line engineers, and Development.
EXPERIENCE REQUIRED:
• Strong personal computing skills in Windows, desired in Linux / Unix
• Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
• Strong troubleshooting skills and processes for problem isolation
• Strong logical thinking, problem solving, and crisis management
• Teamwork skills are mandatory
• Excellent reporting (written and verbal) communication in English and Chinese (Mandarin)
• At least two years of full time experience in customer care / customer support
• Advanced personal interaction and telephonic interaction skills at the business professional services level
• Ability to multi-task and prioritize job requirements
• Strong personal organization skills
• A self-starter needing low-level day-to-day management time to get the job accomplished.
• Work directly with the customer’s technical leads, project managers and senior management.
• Enthusiasm for the technology and customer advocacy is a must
EXPERIENCE DESIRED:
• Professional organization certifications in computing fields are not required but highly desirable. Progress towards or completion of certifications with Microsoft, Unix, Cisco, Oracle and others is desired. Equivalent technical work experience, validated through references, is considered as relevant as certifications.
• Industry Standard Certification(s)
• Windows or Linux / Unix Troubleshooting Experience
QUALIFICATIONS/ EDUCATION:
• Must speak fluent Japanese and Chinese (Mandarin)
• Some undergraduate college work is preferred.
• Associates degrees and Bachelors degrees, especially in computer or technical related fields are desired.
LOCATION:
• Shanghai / China
作者：cathy.zhang 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 [上海]猎头职位：Advanced Service Engineer（要日语好的，英语不好无所谓） -- cathy.zhang - (4122 Byte) 2006-7-28 周五, 14:36 (1340 reads)
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