EBSCO徵才訊息

EBSCO提供一名約聘TSR軟體技術支援客服可在台北辦公室工作的職缺

Technical Support Representative – Taiwan

One-year temporary position

Department: Customer Satisfaction

Group: Global Customer Support

Office Location:  Taipei, Taiwan

EBSCOhost databases and discovery technologies are the most-used, premium online information resources for tens of thousands of institutions worldwide, representing millions of end-users.

EBSCO Discovery Service™ (EDS) creates a unified, customized index of an institution’s information resources, and an easy, yet powerful means of accessing all of that content from a single search box.

The Technical Support Representative (TSR) is responsible for providing customer service and technical assistance within Greater China.

This is a one-year temporary position, created to assist with a specific software migration project.  This position may suit a recent graduate in software engineering.

Candidates must be fluent in English and Chinese

·         Provide support to customers involved in a software migration project 

·         Provide diagnostic/troubleshooting and migration support 

·         Act as liaison between customer and internal groups as necessary

·         Ensure all customer communication and activities are logged in a CRM system

·         Follow up with customers or internal stakeholders as necessary to ensure their issues have been resolved

·         Understand products serviced and systems used

·         Conduct independent research in order to find solutions to customer problems

·         Troubleshoot and resolve specific product related issues

·         Working knowledge of web applications, linking, URL configuration, authentication, API, etc.

·         Attention to detail and accuracy of work

·         Ability to perform to expected standard under pressure

·         Literacy and numeracy skills

·         Understanding of supporting online products and/or computers

·         Responsive and quick to learn and update knowledge

·         Fluency in written and spoken English and Chinese

·         Working knowledge of Microsoft Office applications, especially Excel

·         Experience using text editors (e.g.:  Sublime text, Atom)

·         B.S. in Computer Science, Software Engineering, Library Science, or a related field

·         Experience with either online research systems (e.g. EBSCOhost), Integrated Library Systems (ILS), Institutional Repositories, or other closely related web applications and/or library technology products.

·         Basic knowledge of regular expression

·         Experience in HTML, PHP and JavaScript development.

·         Ability to clearly and concisely communicate technical support responses over the telephone, and in written correspondence with customers and internal stakeholders.

·         Ability to multi-task and work independently, while meeting deadlines and deliverables.

·         Extremely organized, detail oriented, and accurate; with strong problem solving and analytical skills.

·         Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners

Please send English resume to Mick (mhuang@ebsco.com) and Jenny (jyuan@ebsco.com), Thank you.