Websense, Inc.（纳斯达克：WBSN）是全球领先的整合网页、信息和数据安全防护方案提供商，在北美、欧洲、中东、亚太、非洲拥有数十个分支机构。作为全球网络安全领域的领跑者，Websense连续三年（2004-2006）被《福布斯杂志》评为 “25 家顶尖科技公司” 之一，其安全解决方案被《财富》世界 500 强及 FTSE100 企业广为采用，为全球各公司机构超过 4400 万名员工提供关键信息保护，并通过全球网络渠道合作伙伴，帮助企业抵御恶意代码，防止机密信息泄露，推行网络安全使用策略。
Websense韦伯森斯中国研发中心于2007年初在北京成立，作为Websense全球最重要的研发基地之一，Websense中国研发中心拥有安全技术研究、软件开发、软件品质保证三大核心研发部门，亚洲最大的全球技术支持团队，以及包括人力资源、财会、市场、销售等在内的多部门综合管理团队。了解更多信息请访问www.websense.com.
Websense北京研发中心目前开放Technical Support Intern/英文技术支持实习生职位一个，希望能连续实习一年，每周不少于4天，欢迎计算机相关专业且英文优秀的同学前来应聘。以下为具体职位描述。
说明：
1、邮件中请注明您的可实习时间和最快到岗时间。
2、简历发送至：bjhr@websense.com
Technical Support Intern/英文技术支持实习生
Beijing, China
Job Summary
Answer telephone or written inquiries from customers regarding Websense and select third-party products, analyze software and system configurations to identify and diagnose customer-reported issues and recommend corrective actions, maintain records of customer contact to track customer history and report recurring problems to software development group, escalate complex issues to appropriate functional team and perform special projects as assigned.
Responsibilities
* Provide technical support via phone and email for Websense software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if no resolution can be found.
* Document all technical inquiries and customer-reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended.
* Multi-task, prioritize and organize all calls and e-mails sent to you and assigned to you.
* Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, customer registration and problem escalation.
* Maintain an electronic record of technical information to research possible solutions to customer-reported problems.
* Conduct user satisfaction surveys, and provide recommendations on process refinements to support the findings.
* Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation.
* Perform special projects and duties as assigned.
Qualifications
* Bachelor or master’s degree in Computer Science or related degree is preferred.
* Basic understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment.
* General knowledge of Microsoft Office and experience creating procedural documentation. Thorough understanding of how computers operate, including familiarity with hard-drives, memory, networks, and other hardware.
* Basic understanding of TCP/IP, Firewalls, Routing, Network Administration, Proxy Servers, DNS/DHCP, Windows 2000, NT, Directory Services.
* Commitment to providing exceptional customer service and providing measurable results that demonstrate quality customer care.
* Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
* Ability to follow through on both verbal and written instructions and effectively adhere to company and department procedures.
* Ability to multi-task, prioritize and organize multiple projects/tasks concurrently while meeting required deadlines.
* Strong cognitive skills including analysis, problem-solving, attention to detail with ability to resolve basic and complex technical problems and handle customer requests.
* Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
--
FROM 114.255.30.*