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POSITION TITLE: Technical Support Consultant LEVEL: 3
POSITION REPORTS TO: Technical Services Manager DEPARTMENT: Technical Services
COUNTRY: China DATE CREATED:
Date Amended: Approved By:
Position Purpose:
This position is responsible for helping customers achieve their business goals by solving complex technical issues, providing high-levels of technical service to ensure customer satisfaction.
ACCOUNTABILITIES PERFORMANCE INDICATORS
Deliver Customer and Technical Support –
• Provides phone and email support to customers by researching and resolving complex queries and taking ownership of customer’s technical problems to ensure satisfactory problem resolution in accordance with problem account management guidelines.
• Provides problem account management to key customer sites with minimal supervision.
• Resolves problems and escalates issues effectively
• Manages Sirius tracks to ensure an effective & efficient resolution
• Customer acceptance /satisfaction of resolution
• Timely resolutions of customer problems
• Quality of resolution
• 80% of tracks resolved in 10 working days
• 95% of track contacts made inside SLA
• 90% of non primary resolved tracks with proper resolution page added
Manage Resources –
• Estimates and reports progress on all support activities
• Keeps complete and accurate record of all support activities in problem tracking system
• Ensures accuracy of customer contact details
• Information received timely and accurately
• Tasks completed on schedule
Grow Technical Expertise –
• Defines and maintain self development/training plan
• Develops a speciality or area of interest by attending related training courses and gaining hands-on experience
• Develops and maintains capability/knowledge of SAS software and solutions as well as 3rd party technologies
• Feedback from senior staff and customers regarding level of knowledge
Knowledge Sharing –
• Share*periences with colleagues by creating documents for use by others such as checklists, FAQ’s, and usage notes.
• Keeps professional services departments aware of potential areas for loss of sales and services by relaying information received from customers.
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• Quality and timeliness of documentation, ease of readability and use
• Feedback from colleagues on quality and usefulness of information
Build Internal and External Relationships –
• Maintains communication with strategic customers and account managers regarding problem solving status.
• Provides support and coaching to other team members.
• Feedback from customers on SAS support
• Minimal number of complaints regarding the level of service provided
• Team member feedback
KNOWLEDGE, EXPERIENCE AND SKILLS
University education in IS field, with 4-8 years of programming experience. A good conceptual grasp of the features and underlying functionality of the SAS system as a whole and detailed technical knowledge of core SAS product over all major operating systems.
CORE COMPETENCIES
WORKING RELATIONSHIPS POSITION DIMENSIONS STAFF REPORTING: FINANCIALS:
INTERNAL: EXTERNAL:
Sales, PSD, and contract Assigned customers
Organisational Chart Attached: YES / NO
[size=150%]联系人：Lily TEL:15210950298
E-mail: lily.liu@berrychina.net
QQ: 231650869
msn: xiaoya850209@live.cn
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发表于 2010-10-15 10:52:32
发表于 2010-12-9 16:50:58