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Business Intelligence Support Engineer

Full-time at PTMIND in Beijing

Business Intelligence Support Engineer
Location: Beijing, China

Ptmind is a rapidly growing global software company specializing in mobile and web analytics products. We're a young, active, funded startup with 100+ employees and offices in Beijing and Tokyo. We currently delight more than 50,000 enterprise users spanning more than 200 countries.

We are looking for a: Business Intelligence Support Engineer

The Business Intelligence Support Engineer will provide support to Datadeck & Ptengine customers. Responsible for resolving open trouble tickets, reproducing reported issues submitting them in Jira, and documenting actions taken to resolve issues. Track open trouble tickets until problem is resolved.

• Work directly with our Customers, Partners, Distributors and Large Corporate Accounts to resolve customer/user issues
• Provide overall escalation management and technical solutions when issues are reported
• Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
• Ensure that all of the required files are gathered and available prior to escalating an issue to our development team
• Establishing effective lines of communication with our development team and management to ensure cases are flagged that require immediate attention
• Share your knowledge and provide articles to the Knowledge Base, and communicate new product information and known issues
• Provide technical problem resolution for all products used by our customers, fully document problem resolution in the call tracking system and adhere to the designated Case Management/Escalation SLA's

• Experience analyzing and problem solving technical issues
• Customer focus and strong customer interaction skills
• Excellent communication (in English) and interpersonal skills, and demonstrated ability to effectively interface with cross-functional teams
• Experience in SQL and relational databases is preferred

Nice to have
• 3+ years experience in a similar role in a software technology industry
• Associates degree in a technical discipline or equivalent professional experience within software service role with 4 years progressive experience

• the ability to think logically
• a good memory of how software and operating systems work
• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• the ability to work well in a team
• problem solving skills
• a strong customer focus
• the ability to prioritize your workload
• attention to detail.

What to expect
• a good salary
• free evening meals
• join an awesome team with guys/girls between 25-35
• flexible working hours
• a growing and ambitious company with a bright future for your career
• Play sports with your colleagues; badminton, basketball or football

Do you have what it takes? Please reply and talk to you soon!

Recent jobs at PTMIND
23-Apr-2017 Marketing Manager PTMIND Beijing
24-Jan-2017 Content Marketing Manager Ptmind Beijing
23-Dec-2016 Business Intelligence Support Engineer Ptmind Beijing
23-Dec-2016 Marketing Manager Ptmind Beijing

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Published at 23-Apr-2017
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