一家美国信息存储资讯科技公司， 主要业务为信息存储及管理产品，云计算全球领导厂商
招聘岗位：Upgrade Engineer(UE)
工作职责：
负责企业级软件的技术支持工作，跟进各国客户的服务单直到问题解决
通过电话或电话联系客户，搭建远程了解客户环境，分析问题原因
除了软件本身，分析问题过程中还经常涉及网络、抓包、防火墙、
Linux/Unix、NAS、带库和驱动器、云设备等的排查
根据客户的环境或需求提供建议和改进方案

关键要求：
* 韩语流利，英语熟练，能够独立支持韩语与英语客户；
* 上班时间早9点到晚6点，做五天休二
* 计算机专业或者IT行业背景is a big plus
* 对IT行业有热情愿意学习新事物，能独立工作，有客户服务意识。

The following is the JD of this position:
General Summary
Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls. Identifies and provides resolutions to a diverse range of technical problems. Develop and implement resolutions to identified problems, and follows standard practices and procedures. Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve complex issues.
Principal Duties and Responsibilities
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to complex system level issues. Identifies, documents and escalates customer issues to senior resources. Uses standard internal and external diagnostic test equipment and product trace and logging procedures.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution. . Contributes to centralized problem identification and resolution database. Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
• Identifies and interprets interoperability and support matrixes. Identifies, reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
• Communicates effectively to internal and external customers as necessary through a variety of mediums.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
• Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities are must.
• Continues to develop technical and business knowledge related to EMC products.
• Performs other duties as assigned.

Top skills required:
• Verbal communication
• Broad Technical Understanding
• Language skills – Fluent in English and Korean Language

Skills
• Position prefers a Bachelor of Science Degree in Computer Science, Engineering, or equivalent industry related experience.
• Candidate must demonstrate working knowledge with major software/hardware vendor.
• Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
• Candidate must demonstrate excellent customer service skills, including organizational, interpersonal communication, and presentation skills.
• A strong sense of urgency and professionalism is essential.
• Must have the ability to work independently and as part of a team, with minimal supervision.
• Ability to support and communicate with customers over the phone or preferred communication method by customer

软通动力是中国领先的创新型技术服务商。公司于2001年成立，立足中国，服务全球，依托“海外+中国”的战略布局，市场遍及北美、亚洲、欧洲等区域国家[1]
立足中国，服务大中华区和全球市场，业务范围涵盖咨询及解决方案、IT 服务及业务流程外包（BPO）服务等，是高科技、通信、银行/企业金融/保险、能源/交通/公用事业等行业重要的IT综合服务提供商和战略合作伙伴