About the Company:
We are looking for an experienced Engineer to join our client's Global Support team and deliver efficient, professional technical support to their customers.
Responsibilities:
1.Ticket Management & SLA Assurance
- Receive, triage, and respond to technical-support tickets submitted by customers.
- Ensure every ticket is answered within the prescribed time frame (SLA compliance).
2.Emergency Issue Handling
- Rapidly assess severity and urgency, help the customer stop loss as fast as possible.
- Analyze root causes and provide temporary work-arounds to minimize impact on the customer's business.
- Coordinate internal resources to drive issues to full resolution.
3.Customer Communication & Support
- Maintain efficient communication with customers via phone, e-mail, and live chat.
- Being able to work in an interrupt-driven environment and to easily move from task to task while maintaining overall productivity.
- Being able to multi-task and work under pressure.
- Ability to be careful and thorough with detail.
4.Teamwork
- Being able to work both independently and in a collaborative environment.
5.Knowledge-Base Maintenance
- Troubleshooting database related problems.
Qualifications:
- Bachelor's degree or above in Computer Science, Information Technology, or a related field.
- At least 23 years of technical-support or customer-service experience;
- Database (Oracle, MySQL, etc.) experience is preferred.
- Familiar with Linux operating systems.
- Knowledge of networking.
- Communicating fluently in English, both verbally and in writing.
- Communicating in Chinese is a plus.
- Relevant technical certifications (e.g., AWS, Oracle).
- Basic understanding of cloud computing, distributed systems, or big-data technologies.
