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Technical Support Representative
# Q0 x0 n! K5 g, n0 t. dContact Info: Erin.Ramme@matrikon.com; Jane.Zhang@matrikon.com4 W% H8 D8 K2 S4 C; w& i$ o
% q8 l3 i$ g( t! k U9 AIf you have the ability to communicate fluently in both English and Mandarin, a passion for excellence, and entrepreneurial spirit and a desire to play for a winning team, then consider Matrikon for your next career move. We can offer you a family friendly environment, best-in-class industrial technology, significant advancement opportunities locally and around the world, and an opportunity to become a globally recognized expert in your field.- E7 z0 q/ l/ ?! E6 y7 ~% h- C
Position Responsibilities:
' _/ S% B6 v) [7 J• Installation, configuration and trouble shooting of software for process control
; Y F1 P$ f& Q+ z• Identification and replication of software defects
\3 r+ s. L- P9 g7 [$ t• Phone and e-mail support for internal and external clients 8 O! T3 M/ u _3 O* O3 u) R
• Managing customer expectations - {) S9 G% f, L8 Z( ?6 K8 |) U
• Documentation of technical procedures % D: h! y( r6 u
• Trouble shooting client network issues
& ~) j+ \) j( X; n' f4 M• Optimizing system configurations
* E& ? q. _) n1 z* ]' K- X• Low key software development tasks (not a requirement)
0 X& S3 x8 c4 e* z4 R2 |• Responsible for maintenance of internal ticketing system
; ^# z- Q8 |1 T0 ~7 [• Involvement in the development and design of a trouble shooting tool for client.
% }, d4 w, ~' C0 h5 A• Site services worldwide V; a) b. p/ X- e& ]4 w
• System training
$ z# Q2 ]2 S) |7 Y6 g• Communicate and translate client requirements in Mandarin
# l6 t1 q' e. a t9 s, g( t2 h' F3 f2 i• Work evenings as required' O+ ?7 q+ |6 y" c" o
Skills and Knowledge Required
: W. J$ N- R- d) b) M• Customer service skills $ V! Y) J3 r6 W6 {: i6 T' D
• Technical writing skills - j* j5 D2 }2 q" [& ~3 K, r! e$ u
• C++ development skills
. d- \* ~& N5 ~% v5 X• Software Trouble shooting skills, or the ability to recognize external issues.& h& P7 _. x& Z
• Network trouble shooting skills
; V4 n) h+ ?9 z7 I' {! }• Excellent interpersonal and team skills
; l7 [9 x7 E% ], z, V8 f) E1 A4 D9 Z% F• Comfort dealing with multiple and varied assignments
4 l. h2 ?$ {- Y& t4 B9 E# y6 U• General knowledge of databases and SQL (this would be preferred, but is not a requirement)
3 z% Y/ V* a! W% a, E* {6 f• Ability to work independently 0 g9 n: e9 ]- }
• Ability to communicate fluently in both English and Mandarin2 O" z+ f; _' b. W. s1 w
Experience and Education
# h6 {( M% O8 b' X, S• Technical degree or diploma
& i B8 C4 @$ i: ] c6 T6 [+ p• 2 years experience in a technical support role( n* N7 v. I, a, v z; n3 \
Matrikon values Innovation and Creativity, Passion and Drive, Care and Respect, Ownership and Integrity, Persistence and Commitment; if you can identify with these values, you will thrive in our environment. |
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