Tóm lược
Mô tả công việc
Tóm tắt công việc
Key Responsibilities:
- Responsible for responding to customer inquiries on the telephone, through on-line methods, and by e-mail.
- Communicates with customers to help them understand how to use the SOFTWARE product properly.
- Direct customers to the correct channels for their inquiries as necessary.
- Responsible for solving customer TECHNICAL problems that arise from the use of the product.
- Maintain ongoing record of problem analysis and resolution activities in on-line incident management system.
- Conduct independent case research using company supplied research tools, databases, knowledge bases, etc., in order to find solutions to customer reported problems.
- Create and update TECHNICAL content in an on-line knowledge base.
- Is an expert in one or more subsystems or platforms and provides training and consulting for area of expertise - works toward in-depth TECHNICAL KNOWLEDGE on additional subsystems and platforms.
- Interfaces with customers on general and specific issues within area of functional expertise.
- Act as a liaison on public-facing customer channels as necessary.
- Provides on-call support as assigned, which may require carrying a pager.
- Take ownership of early/late shift depending on assignment.
- Other duties as assigned to meet business needs.
Yêu cầu công việc
Your Skills and Experience
Qualifications/Requirements:
- Very good at communication in English is a must. German or French is a good plus.
- Bachelor’s degree in Information Technology or equivalent work experience. ITIL V3 certification is a plus.
- At least 3 years experience with Windows and/or UNIX/Linux Operating Systems support
- System knowledge & interrelationships of systems including Oracle & SQL Server; TCP/ IP; Enterprise Software (ex: Informatica, Peoplesoft, Oracle, E-Business Suite, SAP…).
- Job scheduling product knowledge is a plus.
- Strong PC skills including MS Office applications.
- Complex system troubleshooting skills, customer service skills.
- Self-starting personality, unafraid to display initiative and innovation on the job.
- Quick at understanding and motivated to learn new concepts.
- Verbal, written & interpersonal communication skills.
- Ability to work independently and be self-motivated.
- Strong analytical and problem-solving skills.
- Ability to work effectively in a team environment.
- Ability to think analytically.
Ngôn ngữ
-
English
Nói: Intermediate - Đọc: Intermediate - Viết: Intermediate
Yêu cầu kỹ thuật
- ITIL
- Windows
- Unix
- Oracle
- Linux
- MS Office
- MS SQL
NĂNG LỰC
- Customer Care
- Proactive
- Interpersonal Skills
- Problem Solving Skills
- Communication Skills
- Working Independently
- Self Motivated
- Analytic Skills
Thông tin doanh nghiệp
At Automic Software we empower business through automation.
We simplify complexity, embrace change and enable the future. By automating the day-to-day, we empower you to concentrate on the business of tomorrow.
We are the largest pure-play automation vendor on the market, focusing solely on Business Automation for over 20 years. Our 2,600+ clients benefit from 24/7 support, which is unique in the industry. Our renewal rate so far in 2015 is 98%.
AUTOMIC products are built on a unified, open and scalable platform. It is tool-agnostic, allowing IT staff to us the tools with which they are most comfortable. The AUTOMIC platform connects disparate ‘islands of automation’ – you may be using automation tools built into different applications, but without proper orchestration they will be working below capacity.
As IT becomes increasingly complex, automation represents a vital means to speed up and simplify crucial processes. If a process can be defined, however complex, it can be automated. The Internet of Things, Big Data, mobile technology and the cloud combine to present unmitigated opportunity. Unicorn companies such as Airbnb and Uber prove there are billions to be made for those who harness the potential of these disruptive but transformative technologies.
At AUTOMIC we understand today’s IT landscape and our products give you the agility and reliability you need to navigate it. Automation ties up key business processes in efficient, repeatable loops, enabling you to differentiate quickly and effectively to bring IT closer to the business and ultimately drive profit.