JD of Technical Support Engineer

POSITION:    Technical Support Engineer

LOCATION:    Shanghai/Hong Kong, Australia

JOB TYPE:     Technical/Support

COMPANY:     The industry-leading provider of enterprise cloud commerce solutions.

PRIMARY FOCUS & RESPONSIBILITIES:

  • Responsible for providing product support to users of the Company’s platform. Supports and contributes to the growth of best practices for delivery of Company support services.
  • Understands related technologies and troubleshooting practices to ensure successful resolution of Company product issues.
  • Can manage assigned cases in queue with little or no supervision
  • Can manage individual product issues to resolution
  • Contributes to the definition and evolution of Company’s methodologies, standards and best practices for support and product delivery
  • Act as customer advocate
  • Identify customer needs and cultivate a relationship with the customer to generate more business for our company.

KEY RESPONSIBILITIES:

Customer:

  • Accountable for resolving client issues in a timely manner
  • Maintain high levels of customer & partner satisfaction
  • Escalation and resolution of issues outside of the support realm of responsibility
  • Advocate for customer issues inside of company

Inside:

  • Demonstrates the “Anytime-Anywhere” mentality.
  • Establishes and maintains relationships with customers and partners
  • Contributes knowledge and input to Xchange community and product documentation
  • Maintains on-going product knowledge and certification
  • Works to continuously enhance and expand  troubleshooting and communication skills

 

Practice

  • Raises suggestions ways to improve support services and efficiencies.
  • Mentors new employees and partners on our solutions, best practices and methodology.
  • Provide input on best practices for support service delivery

     

QUALIFICATIONS:

  • 2+ years providing customer facing product/technical support (Web based products or eCommerce preferred)
  • Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services. 
  • Must be proficient with analyzing log files and standard debugging concepts.
  • Experience providing web development support is highly desirable.  Familiarity with development IDE’s such as Eclipse.
  • Familiarity with tools & practices of the trade such as case management, knowledgebase, defect & escalation management.
  • Experience providing API support
  • Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
  • Experience providing SaaS support is desirable.
  • Excellent communication skills (verbal and written).
  • College degree strongly preferred

     

Competencies

Critical:

  • Communication Verbal & Written
  • Adaptability
  • Focus on Customer / Partner
  • Reliability
  • Inspire Trust
  • Analysis
  • Teamwork

     

Very Important:

  • Listen to Others
  • Self Development
  • Drive for Results

     

Important:

  • Global Perspective
  • Improving Processes
  |  8 years working experience in HR service industry, including more than 6 years headhunting experience focus on IT industry, especially application software, e-commerce and web-game industry, accumulate solid technical and management positions recruitment experience.  |  more
              
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