Careers - STRATACACHE, A Family of Companies

Position:  Technical Support Manager
Location:  Shanghai, China
Job Id:  191
# of Openings:  1

Scala is a STRATACACHE company. We are a family of more than 19 marketing technology companies which serve the Digital Signage and marketing technology needs of thousands of customers in the Retail, Hospitality, Quick Serve Restaurant (QSR), Theme Park, Resort, Gaming and Transportation markets.  With more that 2.5 million digital displays and interactive experiences worldwide, Scala/STRATACACHE is the world’s largest provider of digital signage and marketing technology products and services. Seven of the world’s 10 largest brands trust STRATACACHE to inform, entertain and activate their guests every day.
 
We are expanding into the China market and is just at the beginning stage and we are determined to develop the market vigorously.
We seek qualified professional to join our core team in China.
 
Position Summary: Reporting to the Technical Head of APAC, the Technical Support professionals will contribute to expand the business in China. Build sales team confidence by providing pre-sales support and to maintain customer confidence in implementation and commissioning of project with project management skills and also by support customers with excellent after-sales services.  The role is accountable to professional and strategic contributions to the overall business plan for the China market.
 
The job holder also serves as a technical resource for all Scala products and provides customer support, product testing, and other essential job functions such as answering basic and complex telephone or written inquiries from customers regarding Scala solutions.  Carry out tasks such as analyze hardware, 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/high severity issues to appropriate resources within STRATACACHE.
 
Key Requirements:
  • Provide technical supports for Scala solutions
  • 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
  • Analyze problems and develop solutions to meet customer needs
  • Follow team-specific guidelines for product group engagement to ensure timely resolution of customer issues
  • Document all technical inquiries and customer-reported problems in the customer tracking database including the nature of the inquiry, and the resolution recommended
  • Assist in project troubleshooting and designing implementation tests
Required Skills/ Knowledge/Abilities
  • Verbal and written proficiency in English and Chinese is a MUST
  • Minimum of 5 years technical support experience
  • BA/BS degree in Computer Science, Computer Engineering , or similar discipline is preferred, though comparable
  • Knowledge and experience with IP-based WAN/LAN networks and technologies
  • Knowledge of Linux and Windows operation systems, file system structure and troubleshooting techniques
  • Working knowledge of Photoshop
  • Working knowledge of computer operating systems
  • Able to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Exceptional customer service skills
  • Strong problem-solving/troubleshooting, Effective multi-tasking/organizational skills
  • Must be able to work autonomously as well as with a team and ability to interact professionally with senior internal and external personnel
  • Excellent work ethic

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