上海招聘

职位描述：
As market leader in CRM SaaS Cloud Software, StayinFront is seeking an experienced bilingual Application Support Engineer- for its China-based business. We are a global SaaS Cloud SFA company. This full-time role is a position based in Shanghai. You will be working for a global software solution provider, as part of a Customer Support Team, involved in software application support, answering calls and business social Chat as well as emails from clients across the region and assisting them in the resolution of technical issues.


Job Role
Application Support Engineer must have a specialist knowledge of technical applications and a good understanding of operating systems, computers, and applications software. Previous experience with strong communication skills are a must, both written and verbal, as application support engineer works closely with business systems specialists, so they must be able to both speak and write clearly and concisely. Negotiation skills are very useful because application support engineer often liaise with clients.


Purpose and Objectives
Responsibilities include supporting customers with issues related to our released products and hosted systems; supporting customers on features of the application software; assisting customers through application navigation; and supporting client end users during rollout. You need to be willing to learn the CRM products and tools used and the support methods employed will be the initial focus. More responsibilities will be assigned as confidence is gained and ability is demonstrated. Guidance on standards and common practices will be provided.

Expectations and Tasks
In a support capacity, you will have the following key responsibilities:
* Ability to handle clients professionally during all communications.
* Ability to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner.
* Logging calls and evaluating the impact of the reported issues on our client’s users
* Ensure customer requirements are met with consistently high quality of service
* Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
* Ensure that each support issue and resolution is adequately documented
* Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
* Determine which issues require software support and redirect those that do not to the appropriate resolution team

Education / Qualifications and Competencies
* BS/University Degree in Computer Science/Engineering.
* 2 years working experience in Product Support Function
* Experience with .Net, Java or any object-oriented languages
* Knowledge of web programming (HTML, JavaScript, ASP)
* Knowledge of CRM management systems
* Good problem solving & analytical ability.
* Good customer focus & interpersonal skills.
* Self-motivated and capable of managing multiple priorities and commitments.
* Good communication skills in Chinese and English (written and oral)

StayinFront Diversity Commitment
StayinFront is a rewarding working environment with highly skilled people, so if you believe this is a role you could flourish in and you are seeking a new challenge then please apply. StayinFront provides a full suite of mobile, cloud-based field force effectiveness and customer relationship management solutions for consumer goods and life sciences organizations. Companies of all sizes in over 50 countries use StayinFront software to streamline operations and reduce the complexity, time and expense associated with field efforts. Our products provide companies with timely, accurate field data and insight, enabling management to make immediate changes and take steps to improve business and sell more. Headquartered in Fairfield, NJ, USA, StayinFront has additional offices in Chicago, the United Kingdom, Turkey, Ireland, India, Australia, Singapore, New Zealand and China. For more details, visit http://stayinfront.com or http://stayinfront.cn 举报 分享

StayinFront向全球消费品行业提供基于云技术的移动店内销售与执行解决方案。通过提供卓越的产品与服务， StayinFront始终致力于帮助消费品企业提升工作效率、掌握更多信息、提高销售业绩，进而提高销售有效性，公司因此声名卓著。StayinFront不仅提供功能强大、可快速部署的易用工具，同时也提供量身定制的企业解决方案，帮助企业团队提高销售业绩与管理效率。