北京招聘

Position Summary:
The Test Engineer primarily utilizes skills in JavaScript and CSS to create new test automation scripts; troubleshoot and/or repair existing test automation scripts on state of the art websites. Scripting requests vary in complexity and time sensitivity. In this capacity, the Test Engineer addresses issues according to the Service Level Agreement, informing the customer of the status as deemed necessary, escalating issues via normal channels if necessary, and ensuring that the issue/call is properly updated in the CRM System
Primary Roles/Responsibilities:
? Independently record, play, upload, or replace test scripts, or modify script settings with easy, moderate, or high complexity (<=1 day effort on a script).
? Perform custom scripting or script troubleshooting with easy, moderate, or high complexity (<=1 day effort on a script) independently.
? Apply knowledge of Gomez products to facilitate resolution of script issues.
? Apply knowledge of networking and data analysis to facilitate resolution of script issues.
? Assist customers with the construction and use of data feed API calls.
? Assist team members during problem analysis and re-creation, including overcoming knowledge gaps in areas related to the product and operating systems, re-creating the environment needed to perform the test, and helping in understanding the customer issue, and finding workarounds.
? Manage customer expectations with regard to their resolution timeframe and status.
? Take ownership and accountability for the case resolution process.
? Provide attention to cases according to Service Level Agreements.
? Follow the established Client Services processes precisely and be able to provide constructive feedback.
? Escalate issues to Tier 3 (QA, Engineering, and other groups) according to the established standard operating procedures
? Act as a technical liaison with the Quality Assurance and Development teams to evaluate and report bugs.
? Write, edit and maintain knowledgebase entries.
? Functions as a second line of support to CSRs after all resources have been utilized and shares in the daily workload when necessary.
Inform Team Leads and Management of potential escalations and assist when they occur.
Participate in knowledge transfer exercises, help CSRs increase their knowledge and increase their overall capability of handling problems without assistance.
Increase knowledge of products, as well as the operating systems in order to better assist customers and help CSRs.
Cooperate with efforts of QA teams by providing feedback during beta and system testing exercises, as needed.
Participate in developing and maintaining information in the knowledge base.
Participate in phone coverage and after hours pager rotation as business dictates.
Perform additional duties as requested by Team Leads or Management.
Required Customer Service Skills/Competencies:
Strong communication (verbal & written) and customer handling skills
Proven problem solving and analytical ability.
Excellent organizational/time management skills.
Ability to handle multiple tasks concurrently.
Significant experience providing technical support for products, specifically in direct customer service.
Customer service-oriented.
Accepts ownership and is accountable for the call resolution process.
Required Technical Skills:
Knowledge of programming and an understanding of the latest web technologies (i.e. CSS, DOM, HTML, XML, Java Script, Flash, AJAX)
Knowledge of networking (TCP/IP, DNS, etc).
Knowledge of SQL
Desired Skills/Competencies:
Working knowledge of Gomez products.
Understanding of business and architectural issues related to the products.
University degree in Computer Science (or related degree) or equivalent work experience.
Personal Attributes:
Ability and desire to continuously increase technical knowledge
Initiative
Flexibility
Team player
Reliability

Company Overview:
Founded in 1973, Compuware provides software, experts and best practices to ensure applications work well and deliver business value. Compuware solutions optimize end-to-end application performance across the Enterprise and the Internet for leading organizations around the world, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Compuware employed over 4,000 people worldwide. We have more than 100 offices located in 45 countries. Learn more at: http://www.compuware.com.
The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.
研发中心：北京市朝阳区北四环中路27号盘古大观A座601-605, 616-618室
销售市场：中国北京市东城区东长安街一号东方广埸W3办公楼1111-1112室