The IBM Mobile Foundation (Worklight) technical support team is looking for a customer facing, Technical Support Engineer. This position provides a unique opportunity to work with exciting, leading edge mobile technologies (Business-to-Consumer) and (Business to Business) by providing remote debugging and resolution to customer issues. The IBM Mobile Foundation (Worklight) family of product delivers an open, comprehensive, and advanced mobile application platform for smartphones, and tablets. It is designed to enable organizations of all sizes to efficiently, develop, run, and manage HTML5 hybrid, and native applications. This is an exciting opportunity to be part of new support team which includes the following responsibilities as a Technical Support Professional:
The role provides technical support assistance directly (phone/email) to clients using problem determination and technical analytical skills. Will use technical and negotiations skills in collaboration with other support organizations to prioritize and work problems to resolution.
You will develop, document, and communicate action plans to clients and IBM teams as appropriate. Look for avenues to recommend/or implement new solutions or improvements to existing technical support tools, procedures, or processes. Participate in department objectives such as building the knowledge base (writing technical tips), improving serviceability, mentoring team members, and contributing to high customer satisfaction.
Desired Skills
- Customer service skills with emphasis on written, verbal, and listening communication skills.
- Communication skills are key -able to understand and articulate customer's situation. Ability to manage multiple customer situations concurrently - being able to prioritize appropriately - providing timely and accurate responses to customer inquires.
- Collaboration and problem solving skills, analytical thinking and troubleshooting are critical.
- Participate in 7x24 support coverage.

Expertise in one or more of the following:
Language - Java Web technologies: HTML, Javascript Websphere Application Server, WebSphere Datapower, CastIron Mobile platform/programming experience (Android, iOS, Blackberry, and Windows 7)
Development Tools: Eclipse, Dojo, Building via MS Visual Studio or similar
This role specializes in performing and enabling remote technical support of IBM software. Provides technical support assistance to clients and/or IBM field support (SSRs) using problem determination/problem source identification skills. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the client or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
Required
High School Diploma/GED
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
工作地点：北京 中关村软件园
待遇：25元/小时（一天八小时）
有转正机会。
有意者请发简历：liuzibj@cn.ibm.com

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