(BI Software) Customer SupportJob Position:(BI Software) Customer SupportLocation: Beijing, ChinaPtm 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: (BI Software) Customer SupportThe : (Business Intelligence) Customer Support will provide support to 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.Responsibilities• Work directly with our Customers, Partners, Distributors and 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'sIf you’re qualified, and interested in this job, please email us:***@***.***or***@***.***Best regardsHR

Qualifications• Experience analyzing and problem solving 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, if you can speak Japanese or Chinese, will be a big plus• Experience in SQL and relational databases is preferredNice to have• if you have experience in Business Intelligent industry, Big Data industry will be big plus• or, if you have Saas (Software as a service) support experience will be a plus• Japanese or Chinese language abilitySkills• 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.