TD Customer Service Representative

Requisition Number: 200034

External Description:

Responsibilities and Tasks

• Work at customer site and respond to all the support requests from the customer
• Perform hardware break fix
• Perform preliminary software problem investigation and diagnostics collection
• Escalate all unresolved issues to the Support Centers as per the Incident escalation process
• Manage system based Change Controls for O/S, Teradata SW and HW environment
• Plan and implement Field Retrofit Order
• Perform hardware and software installations includes site or system preparations
• Perform hardware and software upgrades includes site or system preparations
• Coordinate service between customer and 3rd party vendor for Teradata managed 3rd party products
• As per the Customer Support Contract create and provide periodic Customer Service Reports
• Provide feedback to the customer for reported issues
  Join or conduct periodic customer support review meeting
   

Qualifications and Skills

• Bachelor of Science Degree or equivalent experience
• Minimum of 5 years’ experience in computer technology or related fields.
• Strong written and oral communication skills in both Chinese and English. 
• Strong English communication  and customer communication skill. Customer presentable and can be perceived as trusted technical advisor from customer view.
• ITIL knowledge and execution experience.
• Strong capability/experience in working global Support Center/Engineering through incident escalation to quickly drive the resolution.
• Independent working capability and able to lead for incident resolution as well as customer communication.
• Strong self-learning attitude/behavior and quick learner to both DB tech support area as well as customer environment. 
• Good working OS knowledge of LINUX, Windows, UNIX.
• Good understanding of database （Oracle/DB2/Teradata, etc） and SQL.
• Experience/exposure in Mid-range UNIX/Linux systems hardware maintenance.
• Exposure to TCP networking for UNIX environment.
• Exposure to Shell Scripting & Programming.
• Teradata Certified Professional is a plus
• Proficient in the use of Microsoft Office components and personal computers
• Carry 7x24 customer hotline pager on rotation
• Ability to work during weekends or holidays as necessary
• Strong teamwork.
• The qualifications for overseas travel

CountryEEOText_Description:

City: Guangzhou

State: Guangdong Sheng

Community / Marketing Title: TD Customer Service Representative

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: SHENZHEN, Beijing Shi CN