PURPOSE AND OBJECTIVES This newly created position (based in Dalian) will focus on supporting customers in Japan and Korea region. The objective of support will be to assist Business Objects' customers be successful with their systems deployments and production environments.
EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES Technical Skills: - Ability to understand, troubleshoot, and provide technical assistance for Business Objects products. Most notably in a Windows 2000 / NT, Windows 9x, or Unix environment. - Good knowledge of database technologies is required. Preferably SQL and Oracle server and database setup. - Familiar with Windows server configuration and networking and security. - Good concept of Accounting or business Knowledge, i.e Financial reporting, group consolidation process, budgeting and planning process, activity based costing and profitability analysis. Able to communicate with end users from Accounting or Finance department.
Soft Skills: - Ability to cultivate positive relationships with internal and external customers - Ability to handle and deal with critical customer escalations. - Strong written and verbal communication skills. - Can speak and write fluent in Japanese or Korean, or both. - Can read and write in English
Education: - Bachelors degree or above in Computer Science, Information Systems or equivalent experience
Experience: - 2+ years customer service management experience - Experience in managing and monitoring professional level personnel in a supervisor capacity a plus - 2+ years experience with Unix based systems is highly desirable. - 3+ years sales technical support and / or consulting / integrating experience in the application, tools, middleware, or database technologies is highly desirable. EXPECTATIONS AND TASKS - Responsible for providing support to both external and internal customers - Acts as a problem-solving liaison with customers - Escalates or reports problems to the appropriate departments when necessary and applicable - Is a Customer Advocate, interested in providing the highest quality of customer service whilst providing good business value - Establishes and maintains lines of communication with regional Tech Support on issues escalation - Helps identify and report root cause issues and ways to improve the process by which we service customers or improve the product - May be involved in customer installation and training programs - Monitor technical forums as moderator.
