Job Description:

The Customer Support Engineer is responsible for customer service to users of the Company’s Financial Accounting Software. Their main mission is to help customers use the system properly, promptly resolving any issues or concerns in their use; ensuring total customer satisfaction.

Responsibilties:

• Provide technical support to customers, users of the Software as well as the Company’s staff.
• Help the Customer to obtain optimal performance of the Software.
• The most important responsibility of the Customer Support Engineer is to use his/her knowledge to make customers of the Software consider the Company and the software the best product for its capabilities and for the EXCELLENT service that is provided.
• Training to Software Customers.

Job Duties:

• Helping customers with technical requirements related to the Software.
• Registration and tracking all issues reported by customers from start to end (including the certification process).
• Conduct quality assurance tests before delivery to customers.
• Review translations of the Software and corresponding documentation.
• Satisfy Service Level Agreements with customers.
• Inform customers of new functionality and new modules of Software.
• Inform the Management relevant information (past or future) regarding the customers.
• Keep statistics of the Service Levels and publish monthly results.
• Develop statistics of service levels and publish the results on a monthly basis.
• Preparation of documents, manuals and technical notes related to the use and operation of the Software from the technical standpoint.

Requirements:

• Abstraction capability.
• Ability to communicate orally and in writing.
• High level of self-sufficiency.
• Sense of responsibility.
• Commitment to Service.
• Decision-making capability.
• High commitment and quality of work.
• PC skills (Windows, Word, Excel, PowerPoint, Outlook, etc.).
• Unix and Linux Operating Systems.
• Programming languages: JAVA and C.
• Data bases: Oracle.
• IT Engineer or alike.
• Fluency in Cantonese, English (100% speaking, reading and writing), knowledge of Spanish will definitely be an asset (not mandatory).
• Travelling is required (30% of the time)

Interested parties please email full resumes with expected salary to huerta.javier@cwcccpa.com.  Personal data provided by applicants will be used strictly for recruitment purpose only.