About Actuate Corporation |
Please note that this is an international position based in Shanghai, China. Qualified candidates must demonstrate the ability to interact with English speaking customers effectively. Due to the client base this engineer will be supporting, this position will work the night shift to coincide with time zones in North America.
The Technical Support Engineer provides accurate and timely technical support to technically skilled Actuate software customers. The support engineer deals with extremely varied support issues that have differing priorities and must be addressed within predetermined service levels primarily via the telephone and e-mail. This position is suitable for candidates with solid technical skills and outstanding communication skills.
Actuate offers a comfortable, team-oriented work environment with a comprehensive benefits package and opportunities for both personal and professional growth and development.
Duties and Responsibilities are:
-- Research, resolve, and record all levels of software questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
-- Answer all incoming support calls six or more hours per day, providing support within Actuate Software's stated service level goals.
-- Record and maintain knowledge collected from each incident in accordance with the standard format.
-- Work with Engineering and QA to aid in the resolution of product issues.
-- Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
-- Participate in Team Meetings.
-- Participate in the testing of new and enhanced products.
-- Assist with special projects as assigned by management such as helping to implement and maintain Actuate software knowledgebase, participating in group training, etc.
-- Perform other duties as required. Some travel may be required.
Qualifications:
-- Four-year degree (or equivalent work experience) preferably in Computer Science.
-- Excellent communication skills, both verbal and written. Proficiency in the English language is a must as the engineer will be dealing primarily with North America.
-- Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.
-- A proven ability to interface with customers (both on the phone and in person) in a sales and/or support role.
-- Strong technical skills, including the following:
o Java programming knowledge
o UNIX (Operating System and Scripting)
o RDBMS (Operating System and Scripting)
o ODBC and native drivers
o SQL
o General understanding of object oriented technology
o Some Visual Basic or C++ knowledge, or an understanding of programming concepts.
-- Flexibility in completing assignments.
-- Ability to work on several tasks simultaneously while accomplishing desired results.
-- Ability to work well with little guidance in a very dynamic atmosphere under sometimes demanding circumstances.
-- Ability to work independently as well as part of a team
