北京招聘

Job Title: Customer Technical Support Analyst
Functional Position: Data Quality Analyst

Position Summary:
The Data Quality Analysts services Customer issues, primarily those involving investigations of complex technical issues with multiple variables. A typical example would be a customer test that fails to register data. Did the test not run properly? Is the test scripted correctly? Was there any latency involved? Was there any type of Compuware Gomez infrastructure problem? Or could there have been a Compuware Gomez software problem that is a reproducible defect? In this capacity, the Data Quality Analyst 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 Call Tracking System. When no Data Quality issues exist, the Data Quality Analyst shares in the daily workload of the Customer Technical Support Analysts and Customer Service Representatives.
Primary Roles/Responsibilities:
? Independently investigate customer issues using network analysis tools such as HTTP watch, Wireshark, or similar
? Independently evaluate test data, using advanced SQL
? Perform comparison of test results, network analysis, etc and chart results using tools as a means to identify root cause
? Apply knowledge of Gomez products to facilitate resolution of issues
? Apply knowledge of networking and data analysis to facilitate resolution of issues
? 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
Inform Team Leads and Management of potential escalations and assist when they occur, by gathering call status, participating in conference calls with Sales, Product Management and Development and following up with the customer until a resolution has been reached
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 phone coverage and after hours pager rotation as business dictates
Perform additional duties as requested by Team Leads or Management
Required Skills/Competencies:
Expert networking skills (HTTP, TCP/IP, DNS, SSL, etc)
Advanced SQL skills
Desire to work on a cutting edge SaaS global technology
Proficiency with Windows operating systems
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
Desired Skills/Competencies:
Working knowledge of Gomez products.
Understanding of business and architectural issues related to Gomez 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

Address: Level 6, Tower A, Pangu Plaza, No.27, central North 4th Ring Drive, Chaoyang District, Beijing 100101, P.R.C
北京市朝阳区北四环中路27号盘古大观A座6层
www.compuware.com

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