支持专员（侧重工程分析（EA））
Support Specialist with Emphasis on Engineering Analysis (EA)
支持专家（侧重工程分析）
部门：支持
汇报对象：支持与培训主管/副总裁
部门：远程
职位分类：薪资/非豁免/全职
职位概述
EA 支持技术人员负责为 Milsoft 客户提供一线技术支持服务，包括安装、故障排除、问题解决和维护，工作环境为7x24小时支持。通过电话、电子邮件和远程连接软件解决客户问题并实现客户满意度。该职位需要一些出差和夜间值班支持时间。
主要职责
- 通过远程故障排除和诊断直接解决技术支持请求，确保所有 EA 产品和服务正常运行
- 向客户提供有助于提升软件性能和用户体验的系统设置和配置建议
- 能够将客户的担忧和请求转化为详细的工单，包括复现步骤，供开发团队处理
- 将复杂的操作和系统流程转化为清晰的说明和/或知识文章
- 在支持工单系统中记录所有客户互动
- 通过持续的产品发布周期适应新技术和软件功能的变化
- 维护、保护并推广 Milsoft 的价值观和理念，特别是与道德、诚信和企业责任相关的方面
- 其他可能需要或指派的职责。此类额外职责通常不会改变工作的范围
资格要求
- 电气工程学士学位或相关工作经验
- 有电力行业经验者优先
- 熟悉微软服务器/客户端操作系统、网络架构和组件
- 有 Lua 脚本经验者优先
- 能够有效地与客户进行口头和书面沟通
- 能够适应并学习新技术，并保留知识以备未来应用
最初发布于喜马拉雅斯
查看英文原文
SUPPORT SPECIALIST (With Emphasis on Engineering Analysis)
Department: Support
Reports to: EA Lead/VP of Support and Training
Division: Remote
Classification: Salary/Exempt/Full-time
JOB SUMMARY
An EA Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer
issues and achieve customer satisfaction. The position will require some travel and after-hours on-call
support time.
ESSENTIAL FUNCTIONS
- Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all EA products and services function properly
- Advises customers on system settings and configurations that favorably impact software performance and user experience
- Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
- Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles
- Document all customer interactions in a support ticketing system
- Adapt to new technologies and changes in software functionality through continuous product release cycles
- Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
- Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job
QUALIFICATIONS
- Bachelor’s degree in Electrical Engineering or equivalent work experience
- Prior experience in the electric utility field is preferred
- Knowledge of Microsoft server/client operating systems, network architecture, and components
- Experience with Lua scripting is a plus
- Must be able to effectively communicate with customers, both verbally and in writing
- Able to adapt and learn new technologies and retain knowledge for future applications
Originally posted on Himalayas