We are seeking a hard-working and experienced Support Analyst with expertise in .NET, Vue.Js, SQL Server, and PL/SQL to join our team. The Support Analyst will be responsible for providing exceptional 24x5 technical support to internal and external customers, ensuring the smooth operation of our digital tools and applications. You must have strong problem-solving skills, a deep understanding of the full application stack, and the ability to analyze and recreate issues. Additionally, you should have experience in working with different support teams, handling support tickets, and root cause analysis.
我们正在寻找一位勤奋且经验丰富的支持分析师，要求具备.NET、Vue.Js、SQL Server和PL/SQL方面的专业知识，以加入我们的团队。支持分析师将负责为内部和外部客户提供卓越的24x5技术支持，确保我们的数字工具和应用程序的顺畅运行。你必须具备强大的问题解决能力，对整个应用堆栈有深入的理解，并且能够分析和重现问题。此外，你应有与不同支持团队合作的经验，能够处理支持工单和进行根本原因分析。
Job Responsibilities
- Provide 24x5 follow-the-sun technical support for internal and external customers
- 提供24x5的技术支持服务，服务于内部和外部客户
- Handle and resolve support tickets efficiently, ensuring customer satisfaction
- 高效处理和解决支持工单，确保客户满意
- Provide Tier 1 and Tier 2 technical support, escalating issues as necessary to the appropriate support teams
- 提供一级和二级技术支持，必要时将问题升级至适当的支持团队
- Collaborate with other internal support teams to handle and resolve customer issues
- 与其他内部支持团队合作，处理和解决客户问题
- Develop a thorough understanding of the full application stack, including end-to-end connectivity and integration points with ERP and other edge applications
- 深入理解整个应用堆栈，包括端到端的连通性和与ERP及其他边缘应用程序的集成点
- Analyze and recreate issues to resolve root causes and recommend solutions
- 分析和重现问题，以解决根本原因并推荐解决方案
- Maintain a comprehensive knowledge of UX best practices and ensure that customers have seamless interactions with our digital tools
- 保持对用户体验***实践的全面了解，确保客户与我们的数字工具有无缝的交互体验
- Identify and implement continuous improvements, streamlining support processes and enhancing the overall customer experience
- 识别并实施持续改进，简化支持流程并提升整体客户体验
Basic Qualifications
- Proactive and self-motivated, with a willingness to learn and continuously improve.
- 积极主动，自我激励，愿意学习和持续改进
- 3+ years of experience in technical support, with specific expertise in .NET, Vue.Js, SQL Server, and PL/SQL
- 3年以上技术支持经验，具有.NET、Vue.Js、SQL Server和PL/SQL方面的专业知识
- Comprehensive understanding of the full application stack, including end-to-end connectivity and integration points
- 对整个应用堆栈有全面的理解，包括端到端的连通性和集成点
- Familiarity with UX standard methodologies and an ability to ensure an exceptional digital experience for customers
- 熟悉用户体验标准方法论，并能确保为客户提供卓越的数字体验
- 具有根本原因分析和问题解决的经验
- Superb communication and customer service skills, with a solid focus on maintaining customer satisfaction
- 出色的沟通和客户服务技能，专注于维护客户满意度
- Ability to work well independently and as part of a team, adapting to changing priorities and managing multiple tasks concurrently
- 能够独立工作，也能作为团队的一部分，适应变化的优先级并同时管理多项任务
- Experience using support ticket management systems.
- 有使用支持工单管理系统的经验
- Familiarity with Agile methodology and standard processes.
- 熟悉敏捷方法论和标准流程