Technical Support Specialist
艾睿德技术有限公司ShenzhenUpdate time: August 26,2019
Job Description
To make sure that our SaaS platform is always business advantage (and never a technical difficulty), our Technical Support Specialists play a multifaceted role that makes them a key component of the Avature user experience.
These specialists are the first in line to give support to our customers, whatever the issue might be. They perform complex technical and functional analysis (for which they use different tools and environments), and follow each ticket until it’s closed. This makes them both an active part in issue resolution and a trustworthy point of contact for the customer.
Your challenges and objectives:
- Gain knowledge about the Avature platform quickly and constantly, in order to have the necessary information to analyze complex situations and troubleshoot
- Use resources creatively and go the extra mile to provide world-class service
- Use your insight to understand the severity and potential impact of an issue, and prioritize accordingly, adding value to both the customers’ and Avature processes.
- Be an effective liaison between technical teams and the customer
Your day-to-day activities:
- Identify, reproduce, classify, and report system and functional issues, and redirect them to the appropriate team
- Have a fluent communication with the customers, keeping them updated on the state of their tickets
- Monitor the process until the issue is solved, and verify results in the compromised instance
- Make sure issues are solved within the shortest possible timeframe
- Solve configuration-related issues, and inform customers if and how they can solve these issues themselves in the platform’s UI and by sharing best practices with them
About you:
- Dynamic personality, adaptable to a changing environment
- Quick learner, able to keep up to speed with our product’s fast release cycle
- Independent, with the ability to solve different situations on your own
- Good communication skills
- Fluent English and Chinese (Mandarin)
- No previous technical skills are necessary – with the right drive you can learn the rest on the job!
About Us
We’re a market leader enterprise and make our own product-a highly flexible SaaS platform used for Global Talent Acquisition and Talent Management. We currently work with over 650 companies worldwide, which include:
- 106 Fortune 500 companies.
- 69 customers with over 100,000 employees.
- 10 of the top 20 Forbes Global 2000.
- 4 of the Big 4 consulting firms.
Developing our own product means that we use our ideas and set our priorities, but also that when it comes to how we work, we set our own rules. We choose to work in a relaxed, energetic, and creative environment, where everyone can make the most of their skills and preferences, and boost their individual capabilities through collaboration and team work.
职能类别：售前/售后技术支持工程师
关键字：技术支持
上班地址：凯达尔集团中心大厦
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