• The Role focuses on responding to customer technical issues related to proprietary software and web applications. The required tasks include, but are not limited to, remotely troubleshooting customer issues, working closely with customer service teams, communicating with customers, and ensuring issues and solutions are documented in the ticket system and database.
• Job Description

  Essential Duties and Responsibilities

  § Troubleshoot issues related to proprietary and web based applications used by customers. This involves evaluating the nature of the problem, determining the appropriate solution and providing assistance to resolve the situation for the customer

  § Provide Remote Desktop support to Customers

  § Communicate with customers and distributors in a polite, professional and friendly manner

  § Ability to communicate technical issues in a easily understood manner

  § Work within specified service level agreements for response and issue closures times

  § Monitor, respond, update and close tickets sent to the team via a proprietary system and SalesForce.com. Experience using Salesforce.com as a ticket system would be regarded as a significant plus

  § Monitor and respond to emails sent to a common team inbox

  § Use of the customer service phone queue system.

  § General knowledge of company products and offerings

  § Contribute to and maintenance of the shared team knowledge base and procedures

  § Work with company support teams and Distributors across China

  § Escalate issues to other teams or management as required

  § Identify process and other improvements within the department

  § Train new team members or members of other departments on topics related to Technical Support

  § Participate in special projects and/or training when requested.

  § Respond to identify and recommend solutions to manufacturing and quality issues.

  § Plan, organize, integrate, monitor and manage technical projects to optimize products and customer experience

  
  

  Additional responsibilities:

  § Ensures the effective fulfillment of objectives and deadlines assigned to the group.

  § Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

  § Participate in proactive team efforts to achieve departmental and company goals.

  § Perform other duties as assigned.

  
  

  Requirements

  Technical Skills -

  • Ability to effectively and systematically trouble-shoot and qualify issues
  • Ability to simply and clearly discuss technical issues with non-technical end users including customers.
  • A good understanding of and ability to troubleshoot MS Windows Operating Systems. Knowledge of Apple Macintosh is a plus
  • A good understanding of and ability to troubleshoot Internet Browsers and configurations (Internet Explorer 8,9,10 mandatory. Knowledge of Chrome and Safari is a plus)
  • A basic understanding of networking concepts
  • Experience using CISCO phone system is a plus.
  
  

  Non-Technical Qualifications

  • Clearly document issues and solutions in the ticketing system
  • Effectively share information through various methods, such as …:

  o Knowledge base documentation

  o Training delivery (both classroom & remote)

  
  

  LANGUAGE SKILLS

  • Good command of English, writing and reading required.
  • Ability to listen and speak effectively.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Ability to write routine reports
  • Ability to actively perform both internal and external correspondence.
  
  

  MATHEMATICAL SKILLS

  • Ability to apply concepts of basic algebra and geometry.
  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
  • Ability to compute rate, ratio and percentage. Prepare, draw and interpret bar graphs.
  
  

  REASONING ABILITY

  Ability to define problems, collect data, establish facts and draw valid conclusions.

  
  

  COMPUTER OPERATIONS

  • Proficient personal computer skills including Microsoft Office (Word, Excel), electronic mail (Microsoft Outlook), record keeping, routine database activity etc. Refer to Technical qualifications section for more detail.
  
  

  Education [Degree or equivalent experience]

  • College degree or above, prefer in Engineering, computer, etc.
  • Above 4 years software/hardware help desk and/or front line customer service experience.

  Experience working in the Healthcare, Pharmaceutical or Medical Device industry is desireable, dental industry is preferred.

上班地址：上海市徐汇区天钥桥路333号腾飞大厦2201室