美国西海岸网络科技企业F5 Networks 招收技术支持实习生

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F5 Neworks 招聘实习生，职位为Technical Support Coordinator , 具体要求如下。实习时间为四月（招聘到开始）到九月，每周需至少办公2.5-3天。上海办公室地点为湖滨路企业天地1号楼。

关于公司信息请参考官方网站， 请搜索F5 Networks .

具体职位信息请详询：J.xiong@ f5.com


POSITION SUMMARY:  

Assist Support department by managing all inbound phone calls, ensuring short hold times. Create new cases as necessary and dispatch to appropriate support team for assistance. Set customer expectations in regards to response time. Accept ownership and provide technical assistance regarding F5 licensing issues by utilizing various troubleshooting tools to replicate/solve customer licensing issues. Typically spend 7 to 8 hours per day supporting customers over the phone as well as via email. Monitor/process inbound e-mail correspondence and update associated support cases accordingly. Enable Web Support Portal accounts and troubleshoot CSP issues

PRIMARY RESPONSIBILITIES:  


•        Answer customer phone calls
•        Monitor/Process inbound e-mail correspondence for support
•        Provide assistance enabling Web Support Portal accounts and resolving CSP issues
•        Create support cases with technically accurate problem descriptions and dispatch cases according to handling guidelines
•        Update existing support cases with a clear description of the customer’s issue
•        Enforce paid support policy to ensure customers are receiving the support to which they are entitled
•        Appropriately set customer expectations based on response time guidelines
•        Follow managerial notification guidelines based on case priority
•        Take ownership and solve licensing cases for internal and external F5 customers
•        Alert Support Management in regards to Urgent support situations
•         Notify F5 Sales and make notation on customer accounts when one free call is provided
•         Assist customers with capturing necessary data for troubleshooting and sending information to F5 Networks via email or FTP
•         Provide backup for RMA Coordinator
•        Assist with projects as needed that relate to TSC Team

QUALIFICATIONS:  
•         Undergraduate or graduate student in a technology or Language major  is preferred
•         Proficient PC skills in a Windows based environment

KNOWLEDGE, SKILLS AND ABILITIES   
•         Customer service
•         Troubleshooting
•         Able to work through problems with minimal help or supervision
•         Case management/follow-up
•         Ability to Multitask
Strong attention to detail
•         Excellent oral and written communication
•         Proven ability to follow processes and procedures
•         Teamwork
•           Analytical thinker with strong attention to detail
•         Reliable and punctual track record