Technical Support Engineer

工作內容:
1.處理客戶技術相關問題/異常狀況協助處理，進而提升客戶滿意度
2.教導及協助客戶使用產品、問題排除及交換意見，包括技術支援和故障排除...等
3.學習軟體產品等相關知識，以便能夠快速協助客戶
4.紀錄客戶反饋和問題，並提供改進和優化的建議

工作地點: 知名外商軟體公司(信義區) 

Roles and Responsibilities

• Ownership of the Customer Support Experience: Act as a technical focal point in cooperative relationships with world-wise customers, providing timely, accurate, and effective solutions for their issues.
• Ownership of the Resolution for Customer’s issues: Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code. Consult and collaborate with your peers or escalations around the world and with management and engineering to resolve customer’s issues.
• Customer Advocacy: Empower customers to find information, self-solve when they decide to, and learn more about products, services, and support.
• Product/process Improvement: Document the technical work, act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products. Adopt to new support processes and feedback for improvement.
• Teamwork: Collaborate with global teams; Team-wide shift rotations to cover business needs, including morning shifts, weekend shifts and public holiday shifts if needed (still the service is 8 staffed hours a day, 5 days a week within each product’s shift requirement).
  
  

資格條件:
1.大學(含)以上畢,資訊等相關科系畢業者佳.英文中等以上.具口說能力
2.有技術客服領域相關經驗者. 對以下技術領域有相關經驗

Technical Requirement

Proficiency and experience with one of these areas:

Business Intelligence

• • Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial.
    
  • Good understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services
  • Underlying awareness of SQL Server, or any other Database Management system like Oracle or SAP
    

Network, Security knowledge, experience for Azure products mentioned above, is a plus.

Customer technical support experience is a plus.