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Senior Technical Support Engineer in Beijing at ProQuest

Date Posted: 2/8/2018

Job Snapshot

Job Description



Senior Technical Support Engineer

Ex Libris (a ProQuest Company) is the leading provider of automation solutions for academic and research libraries. Offering the only comprehensive product suite for electronic, digital, and print materials, Ex Libris provides efficient, user-friendly products that serve the needs of libraries today and will facilitate their transition into the future. Ex Libris maintains an impressive customer base consisting of thousands of sites in more than 90 countries on six continents, including 10 of the top 10 universities around the world. With headquarters in Jerusalem, we have 12 locations globally, with China office in Beijing.

Description

The Technical Support Engineer works in a team environment to provide Ex Libris customers with world class support by logging, documenting, troubleshooting and resolving both technical and product functional inquiries related to the applications for Aleph and other Ex Libris products. Technical Support Engineer will take personal ownership in seeing a problem through to resolution. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.


Responsibilities

  • Provide proactive, seamless customer support in partnership with other internal departments in response to client service requests received via multiple channels (telephone, e-mail, chat, or in-person visits).

  • Interact with customers to help diagnose issues, as well as research and find solutions to a wide variety of large scope, complex problems, in order to improve customers’ productivity and satisfaction with Ex Libris products.

  • Document cases, recommendations, and resolutions clearly in Salesforce.

  • Escalate queries, product defects and feature requests for resolution as appropriate.

  • Provide onsite and remote installation, migration and upgrade for assigned Ex Libris products.

  • Maintain and support localized applications.

  • Assist clients in customizing and optimizing product performance, including special requests and library-specific needs.

  • Authors and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.

Qualifications

  • Bachelor degree or above, computer science or relevant major.

  • 5+ years of technical support, system administration, customer support or related customer facing role.

  • Expertise in the Linux environment troubleshooting and diagnosing operating systems and network issues.

  • Strong Unix/Linux Shell scripting skills required - C Shell or Bash.

  • Good programming language skills – Perl or Java preferred.

  • Experience with Oracle database required.

  • Well understanding of the concepts of web application architecture and experience with HTML/CSS/JavaScript programming.

  • Good English communication skills including listening, speaking, reading and writing.

  • Additional certification in Linux, Oracle or similar technologies is a plus.

Competencies

  • Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.

  • Good logic analysis, problem solving skill, and self-studying ability.

  • Ability to learn new products quickly and to adapt to changes in delivered services.

  • Strong customer service mind-set.

  • Ability to work independently, as well as with others in a diverse team environment.
  • Demonstrated ability to manage multiple projects and to communicate effectively with customers.
  • Teamwork spirit and good communication and coordinate skill.

  • Ability to remain calm, composed and articulate when dealing with tough customer situations.

Ancillary Qualifications:

Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.

  • Experience on Solaris or AIX administration.

  • Experience teaching or training others, especially in a technical context.

  • Experience on using or maintaining integrated library system.

Other important information about this position:

  • This position is typically based in Exlibris Beijing Office location.
  • Business travel is required.
  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.