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For your reference, we have included the original job posting below.
End User Support Analyst
Job Number:
26913465
Company Name:
Parametric Technology Corporation
Job Location:
Shanghai, CN
Job Category:
Information Technology
End User Support Analyst
PTC Company Description PTC (Nasdaq: PMTC) provides discrete manufacturers with software and services to meet the globalization, time-to-market and operational efficiency objectives of product development. Using the company's PLM and CAD solutions, organizations in the Industrial, High-Tech, Aerospace and Defense, Automotive, Retail and Consumer, and Medical industries are able to support key business objectives and create innovative products that meet customer needs and comply with industry regulations. FY 2009 revenue: $938 million (9/30/09). For more information on PTC, please visit . PTC is an Equal Opportunity Employer M/F/D/V Region Asia-Pacific Subregion Pacific Rim Country-City CHN-Shanghai Business Title End User Support Analyst PTC Org G&A Job Description for Advertising Purposes Night Shift 18:00pm-3:00am or 3:00am -12:00am
If you do have confidence of your oral English communicating skills and technical skills and are willing to offer top-level support to internal customers, please don't hesitate to offer your resumes.
In this exciting role, you will be responsible for the following:
. Logging calls, escalating as required, prioritizing and supporting the world wide user community. . Answering and recording incoming problems and requests for service from our world wide employees. . Resolving service requests in the most effective and efficient manner following the established service level agreements. . Providing a high degree of customer satisfaction, technical expertise, accuracy and timeliness. . Entering help tickets into a call tracking database
Primary Responsibilities:
. Provide phone support to 3900 worldwide users. . Analyze and resolve various hardware and software end user problems whenever possible. . Provide technical assistance to computer systems end users. . Resolve issues in person, via phone or from remote locations. . Enter help tickets into a call tracking database. . Perform daily operational duties as required
Basic Qualifications:
. 3+ years help desk analyst providing support in an IT environment . 3+ years phone related support within an IT enterprise environment . 2-3 years help desk experience in environments of at least 2000-4000 users. . MS Office, Outlook and XP. . Ability to diagnose and configure applications within the MS Office suite . Experience troubleshooting desktop computers, laptops, printers, scanners, monitors, etc. . Excellent hardware and software troubleshooting skills . Experience utilizing, configuring and troubleshooting MS operating systems
Preferred Qualifications:
. Strong technical, and interpersonal and Customer Service skills. . Strong Organizational skills . Goal Oriented . Phone support and excellent communication skills Job Req Number 13820BR
