Customer Support Engineer

Ref#: 21255

Function: Technical Support

Location: China, Shanghai

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As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity:

Provides accurate, timely technical support to Open Text Actuate Software customers developers, system administrators and other technical contacts primarily via the telephone and E-mail. The Engineer Specialist will deal with support issues that are complex in nature, carry differing priorities and must be addressed within predetermined service levels, so the Engineer Specialist must be adept at balancing multiple priorities. In addition, the Customer Support Engineer will be handling pre-sales support calls, so must have an orientation toward sales as well. The callers will expect enterprise-level support, therefore the Engineer Specialist will need to be well-versed technically, and fully understand customer service concepts. Other objectives are to contribute to the development of the automated, self-help tools; to collect and report upon information gathered from incidents; and to interface with Sales, Marketing, QA/Test and others as necessary. In addition, a Customer Support Engineer will carry out projects as assigned by the management staff, cooperate with other Customer Support Product Engineer Specialists in carrying out their day-to-day duties, and represent Open Text Actuate Software in a visibly supportive manner.

You are great at:

Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.

Perform Support primarily via the telephone and E-mail. Answering all incoming support calls six or more hours per day.

Provide Support within Actuate Software's stated service level goals by recording and maintaining knowledge collected from each incident.

Work with Engineering and QA to aid in the resolution of product issues.
Participate in the testing of new and enhanced products.

Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.

Managing projects in a supportive and helpful manner while meeting deadlines.

What it takes:

2 years or more in a Customer Support -related position, preferably in a high-tech industry.

Four-year degree (or equivalent work experience) preferably in Computer Science.

Demonstrated strong oral, written, and interpersonal skills.

Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.

A proven ability to interface with customers (both on the phone and in person) in a support role.

Microsoft Windows (Operating System and Networking), UNIX/Linux (Operating System and Scripting)

Internet Expertise (including knowledge of browsers, Web servers, proxy servers, Javascript and firewalls)

Knowledge of relational databases and data modeling. Proficient in data manipulation (Excel, SQL)

Familiarity with integrated development environments such as Eclipse

Experience with BIRT (Business Intelligence Reporting Tools) and other Actuate technologies a plus

Fluent in Mandarin and English

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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