Ava Guo Email & Phone Number

Beijing, China

Beijing City, China

Beijing City, China

App Annie - Support Engineers work closely with our global user base of more than 320,000 app professionals, helping to solve problems, troubleshoot issues, and provide "best practice recommendations" for using our extensive product offering.At the same time, it is my duty, to act and represent my customer internally and work closely with engineers on fixing a variety of different incidents. The advantage of working in such a close manner is for me to not only create an exception customer service but at the same time, find and discover business opportunities.• The expert on the App Annie product offering, know the edge cases, all the tricks and how to get the most out of our products• Serve as the first line of contact for our user base• Communicate with users to diagnose accurately and efficiently the causes of reported problems• Provide engineers with information required to identify and correct bugs• Create processes that can be used across the support team to improve speed of diagnosing and solving reported issues• Prepare documentation and FAQs based on product specifications • Recommend product/feature improvements based upon analysis of reported issues• Become an expert on apps and app publishing• Work as part of a team to ensure that SLAs are met and continually improved upon

Lsh Beijing

Leverage product knowledge and technical skills to create an innovative and customizable customer solutions on ensuring customer advocacy• Provide level 2 technical support to customers on a range of Microsoft product (e.g. Office365)• Delivering customizing product solutions• Ensure customer advocacy and delivery of potential opportunities (via MS Dynamic CRM)• Pro-actively engage with a variety of IT stakeholders (IT Managers, Team Leads) on new products to capture potential opportunities.• Support Internal Account Managers & Business Develop Managers on securing critical solutions.• Industry & Solution Campaign design and implementation.• Business Analyst, develop technical training and documentation for sales readiness.

Beijing City, China

Provide Technical Support for Internal Tester• Deploy the corresponding server environment by using PowerShell weekly. Such as MOSS and WSS server, Access Server, Project server, WAC server etc.• Assisted in management of VMware• File Defects while performing test cases by using Product Studio• Familiar with localization testing basis knowledge

Beijing City, China

• Provide post-sales technical support for global IT infrastructure.• Troubleshooting, escalation, and documentation of all application issues, requests and questions.• Provide timely resolutions to support mission-critical application users.• Assist users with policies and procedures for setting up conference calls, new accounts, and voice mail.• Tracking and solving application issues until the complete resolution• Escalate issues as needed and maintained communication with customer and senior technician.• Work independently on Weekend or holiday providing sole support for international operations.

Bachelor'S Degree, E-Business

Bachelor'S Degree, E-Business