北京甲骨文软件系统有限公司<br>Service Desk Engineer_ eBusiness Suite (Korean Speaking)<br>Purpose:
Service Desk
Helps customers to clearly explain and document their technical issue and provide known solutions to known problems.
Assists customers to interact with GRID.
Engineers have general product knowledge and particularly more deep knowledge in ATG and will assist with problem definition, diagnostics and escalation management
Is responsible for duties such as translation (where required),
Responds and owns to resolution support process related SRs (for example Metalink usage problems/questions)
Responds to incoming phone calls, monitoring specific queues and catching exceptions to the process.
Scope:
Responds to all incoming calls, from both external and internal customers regarding Product Support.
Each engineer will be specialised at a Bluebox product area level (in ATG) with a focus on problem definition, diagnostics and escalation management.
Reports to a Service Desk Manager
Has no direct reports
Foreign Language:
Translates SRs within language scope where required
Provides an intelligent technical first response for incoming phone calls and new Metalink SRs from Non English speaking countries within language scope.
Responsibilities:
The Service Desk engineer is responsible for duties such as
Answering incoming phone calls and providing an initial technical response to customers' initial technical questions (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
If Service Desk engineers are able to provide a known solution to a known problem then they will attempt real time closure, otherwise diagnostics will be collected and the SR will be passed (now with a clear problem description and with verified diagnostics collected) to GRID for further examination
Proactively assisting customers to collaborate with GRID with a particular focus on encouraging collaboration and the use of OWC,
Being a single point of contact (customer local time zone) for escalated and critical SRs.
Uses SR quality guidelines when placing entries in SRs including ODM Tags
Monitors a number of Service Request queues for critical SRs and for process exceptions
Responds quickly to customer requests for escalations by contacting the owning engineer and the owning engineer’s manager
Notes any problems with system or process and reports to the Shift Manager
Follow up SRs that are identified as critical to avoid process failure and provide
technical assistance where possible Foreign Language:
Performs technical first response in local language for all new Metalink SRs logged by non-English speaking countries (with a focus on Issue Clarification and Issue Verification, Data Collected and Research in ODM terms)
Uses QMON to identify new local language SRs and takes ownership of unowned SRs
Encourages customers to use English versus local language for SR resolution however where required Service Desk engineer will provide translation (verbal or written) to assist customers to work with English Grid
Competencies:
Personal Competencies
Excellent communication skills in Mandarin, Korean and English
Ability to manage multiple priorities
Personal drive and Active mental attitude
Inter-personal Competencies
Higher Customer Focus
Effective Communication
Team-working
Professional Competencies
Maintain knowledge of current Oracle business flows
Understanding of Java architecture (JSP, Servlets, EJB, JDBC, XML etc), Basic SQL knowledge, Basic Unix commands
Experience on Oracle Database, Experience on any kind of application servers like OAS or oc4j, Weblogic, Websphere etc.
Self-motivated. Eager to keep technical skills and functional skill while balancing between working and self-training
Specifically skilled in problem description and diagnostic gathering (Issue Clarification and Verification, Data Collected and Research in ODM terms)
Excellent customer handling skills
Good verbal and written skills in English
Excellent verbal and written skills in Mandarin and Korean
Strong understanding of Service Desk guidelines and processes不限
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