support工作内容

Job Description The Role: MicroStrategy Technical Support ensures the success of our customers’ investment in our technology. This dedicated and uniquely talented team of engineers provides unmatched service to our worldwide customers and partners through commitment to customer satisfaction and dedication to personalized support. The group’s mission is simple: maintain the continuity and efficiency of MSTR BI solutions through a range of options from access to product-specific knowledge bases, to access to 24x7 product experts, to the extension of dedicated support engineers, etc. The department offers four levels of services: Standard Support, Extended Support, Premier Support, and Elite Support. Wherever your skill level lies and your ambition pushes you, there is a place for you as part of this high-energy, collaborative team. Your focus: Provide complex and challenging support for MicroStrategy’s Business Intelligence product suite and its underlying technologies. Develop strong relationships with MicroStrategy customers and partners through daily interactions during customer project development and production system maintenance. Find creative and sophisticated solutions to problems reported while using MicroStrategy’s product suite through analytical talent and strong troubleshooting abilities. Work in a strong team environment to provide unparalleled support to customers in a wide variety of industries. Prioritize and communicate product defects and enhancements to development teams. Maintaining high quality documentation for all related tasks. Contribute to the growth of the MicroStrategy Community by creating customer-facing documentation of all technical solutions and product documentation addendums Enhance personal and professional growth by participating in Internal Training Programs Qualifications Required Experience and Skills: Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus. You should also bring the following: Bachelor’s degree, preferably in a technical field (Engineering, Physics, Mathematics, Computer Science, etc.). Strong technical and analytical skills. Well organized with effective time management skills. Team player- always willing to give support to others and ask for help if needed. Excellent communication skills AWS, Azure, Linux experience will be a strong plus. Java, Visual Basic, HTML, XML/XSL, ASP, SQL technologies are a plus. Database (SQL, RDBMS) knowledge is a plus. Practical experience managing critical customer issues is a plus

Support 工程师 需要有一定英语基础

1. The Role We are currently seeking a talented Product Support Engineer in Dalian, China, to join our busy Product Support Team. You will be part of a young and exciting company that is recognized as a market leader in the SaaS space with our Industry Cloud for Life Sciences. As a member of the Product Support team you will be charged with supporting our customers, as well as internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with Development and QA teams to diagnose, troubleshoot and resolve complex issues. The successful candidate will need to learn and adapt quickly, be persistent and demonstrate “out of the box” thinking. 2. What You'll Do • Provide global support covering all issues related to Veeva Vault • Learn everything about our software and use that knowledge to ensure client success • Support the client administrators across multiple organizations • Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues • Create and maintain knowledge articles in our customer support portal. • Handle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation or configuration • Provide coordinated support for getting new releases and configuration changes into production • Gather information for analysis, carry out the necessary research, setup test environments, replicate issues locally and propose resolutions or workarounds • Be a client facing representative of the Development and Product teams • Document new processes and keep existing documentation and tools up to date as the environment changes • Interface with engineering, product management and professional services when necessary • Availability to work a rotating weekend on call schedule 3. Requirement • Excellent verbal and written communication skills in English and Korean • Previous technology / admin / software / level 2 support related work experience • Bachelor’s degree in a related field or equivalent experiences • Proven ability to collaborate and build strong relationships with customers • Experience working successfully in a rapidly changing environment • Professional approach, exceptional customer service is essential • Knowledge document management systems • Detail oriented, able to manage multiple tasks and priorities 4. Nice to have • Knowledge and background in life sciences and / or content management • Knowledge of SQL database / ability to write queries • Understanding of Java, SQL, HTML, XML, JSON, SOAP, REST API • Experience in cloud / hosted software environment

Required Qualifications • Language Requirement  Proficiency in reading, writing and speaking in Mandarin and English • Professional Requirement  Passionate for customer-facing tasks, and patient for helping others;  Proven technical problem solving and troubleshooting skills, with the ability to understand and summarize the problem quickly;  Strong interpersonal and communication skills;  Ability to work independently with minimal management supervision and raise risk/asks actively and efficiently; • Technical Requirement o Proficiency and experience with areas below:  Familiar with at least one of these programming languages: Python, JavaScript, C#, Java, R, C++  Basic knowledge for networking, and popular cloud concepts like docker, computer clusters, Kubernetes, RESTful API, etc  Any work experience in one of these technologies: AI, OpenAI, Machine Learning  Network, Security knowledge, experience for Azure products mentioned above, is a plus.  Customer technical support experience is a plus. 语言要求 英语，具有优秀的英文读写能力，同时对和国外用户英文口语交流有信心愿意进一步提升英文口语能力者。 外企工作氛围，周末双休不加班，上下班不打卡，弹性工作，全英文办公环境，提升英语口语，涉及微软Azure技术领域。 公司福利：提供免费午餐、班车、篮球场、健身房、咖啡厅、桌球、乒乓等。 公司是固定12薪+年终奖，年终奖根据个人绩效表现和公司项目运营情况来发放 ●资源：该岗位将进驻微软的办公区域，直接接受微软专业经理的管理，享受微软最优质的培训资源和指导。近距离了解和学习微软资深工程师的工作模式和状态，在技术水平，问题处理能力，沟通技巧，专业流程等方面全面提升。 ●晋升：在18个月内，该岗位的工程师经过自身不懈的努力以及项目的锤炼，在技术能力和沟通技巧上得到快速的成长，深得微软资深工程师和经理的认可，成为正式的微软员工。也可凭借所学的技术、问题处理的能力和经验等，成为微创相关项目的技术专家、咨询顾问或培训师。

微软大中华区全球技术支持中心（CSS GCR）是微软亚太区技术中心，拥有几乎涵盖所有微软产品的专家级技术力量。目前有来自不同国家和地区的员工超过1000人，除设于中国上海的总部外，主要团队位于无锡、台北、香港等城市。由于微软产品市场占有率激增，所以作为技术中心的对于人才的渴望也成倍增长。 现在主要的人才需求在于技术支持工程师，基于微软“三朵云”产品（Azure, Office 365 以及Dynamics 365）为我们的客户提供技术支持。为我们的客户提供线上的技术排错与解决。 所有岗位均要求英语流利（日常需要与客户对接）！ 所有岗位除特殊标注，1-15年工作经验均可以open 去聊。 具体岗位细节请私信细聊。 可以base 上海 or 无锡, Support Dynamics CRM, Power Platform产品， 进行troubleshooting， 需要对产品进行线上的debugging and coding review 技术要求 1. 开发背景，net/C#/C++/Java, web application 经验加分 2. networking 经验或者数据库经验 3. 有CRM 背景加分

Job Description: 1. Provide technical support&guidance to APAC&EMEA enterprise customers via email, phone, and remote online session. Help customers solve the issues they encountered when using AvePoint software products. 2. Be capable of handling customer’s cases including urgent requests with the help of DEV team and provide valid solutions independently after several months’ experience cumulation. Be viewed by customer as trusted advisor. 3. Summarize common issues during case handling regularly. Provide proper suggestions to Product and DEV teams. Job Requirement: 1. Minimum of Bachelor degree. Fluent English in both oral and written format. 2. Excellent logic thinking and communication skill. A strong sense of responsibility. Be capable to work under pressure. A good team-worker. 3. Those who have relevant IT background/working experience will be preferred. Those who have experience of studying abroad will be preferred. 岗位职责： 1. 通过电话或邮件向亚太和欧洲企业级客户提供产品使用的技术指导，解决他们在使用产品时遇到的技术问题，必要时提供远程桌面技术支持； 2. 能够在研发团队协助下，独立应付客户的突发状况或紧急问题，做出合理判断并给出有效解决方案； 3. 整理汇总客户遇到的问题，归纳成册，为产品的设计和研发提出建议和意见。 职位要求： 1. 大学本科及以上学历，专业不限，但要求有优秀的英语听说读写能力，口语要求高； 2. 要求有良好的逻辑思维能力和沟通能力，有较强的责任心，抗压能力和团队合作精神； 3. 具有海外留学背景，有IT相关背景或实习/工作经历者优先考虑； 工作时间： 早7:00-下午16:00（转正三个月后提供早班补助） 工作地点： 大多数情况居家办公，不定期会来公司开会。

岗位职责： 1. 通过电话或邮件向欧洲（意语区）的企业级客户提供产品使用的技术指导，解决他们在使用产品 时遇到的技术问题，必要时提供远程桌面技术支持； 2. 能够在研发团队协助下，独立应付客户的突发状况或紧急问题，做出合理判断并给出有效解决方案； 3. 整理汇总客户遇到的问题，归纳成册，为产品的设计和研发提出建议和意见。 职位要求： 1. 大学本科及以上学历，专业不限，但要求有优秀的意语听说读写能力，口语要求高； 2. 要求有良好的逻辑思维能力和沟通能力，有较强的责任心，抗压能力和团队合作精神； 3. 具有海外留学背景，有IT相关背景或实习/工作经历者优先考虑； Job Description 1. Provide technical support&guidance to EMEA(Italy) enterprise customers via email, phone, and remote online session. Help customers solve the issues they encountered when using AvePoint software products. 2. Be capable of handling customer’s cases including urgent requests with the help of DEV team and provide valid solutions independently after several months’ experience cumulation. Be viewed by customer as trusted advisor. 3. Summarize common issues during case handling regularly. Provide proper suggestions to Product and DEV teams. Job Requirement 1. Minimum of Bachelor degree. Fluent Italian in both oral and written format 2. Excellent logic thinking and communication skill. A strong sense of responsibility. Be capable to work under pressure. A good team-worker. 3. Those who have relevant IT background/working experience will be preferred. Those who have experience of studying abroad will be preferred.

The position requires foreign helpdesk, conference support, VIP user support work experience, English oral communication skills, and employee IT training experience is preferred. Skills & capabilities Investigate/implement/maintain IT service/process to all users. Daily operation support service to all users. Assist IT manager to monitoring and control helpdesk team daily operations and prepare management dashboard. Lead project to achieve the project goal. Provide hands on IT support and technical solution. Strictly follow IT standards and internal procedures/guidelines in daily operation. Other related assignments as instructed. University degree or above in IT or related disciplines Minimum 2 years IT working experience working experience Good command of English both in oral and written Solid hands on experience on IT support IT certification like CCNA/CCNP/MCSE/MCSA is an advantage VIP IT Support engineer_Foreigner first

Responsibilities • Respond to end-user and partner requests for assistance with company’s products and services. • Resolve customer issues at post-sales stage via telephone, e-mails or remote desktop sessions. • Give feedbacks to development group or product team for a better user experience of the future products. Qualifications • Proficient Japanese language skills both in writing and speaking • Logical thinking and flexibility • Sense of responsibility, team spirit and resilience • Strong work ethic, work under pressure • Passion for communication with people Overseas education experience/practical experience in IT industry/ technical background could be an advantage

Responsibilities: • Maintains a first class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner. • Install, upgrade, support and troubleshoot Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application. • Perform smart hands and eyes for Infrastructure • Remote support (L2) across the region • Regional coordination with third party suppliers • Install, upgrade, support and troubleshoot for printer, computer hardware, and any other authorized peripheral equipment. • Performs hardware break fix on computers. Laptops, printers, and other authorized peripheral equipment. • Performs general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment. • Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration and hardware installations • Provide onsite and offshore technical support for important meetings/events • Maintenance of IT assets and keep proper documentation. • Coordinate with vendors for external support and repair • Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools • Meets established Service Level Agreements (SLAs) guidelines Requirement • Diploma or Degree in Information Technology discipline or equivalent • Fluent English speaking • At least two years’ management experience in end user support • Very good support knowledge in Microsoft Operation System • Very good support knowledge in MS Windows OS and Office suite of product • Basic knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problems. • Process oriented • Able to perform in fast moving and demanding environment • Able to multitasked • Team player who has Self-directed work style with the ability prioritize work activities and communicate politely, clearly, and effectively in support of internal customers on technical matters.