The Sr. Technical Support Representative is responsible for backline support of Clarity Division (formerly Niku) products. This individual works on extremely complex problems that are escalated, where analysis of situations or data requires an evaluation of intangible variance factors. Exercises independent judgment in developing methods, techniques, and evaluation criterion for obtaining results and works closely with Development on resolution of issues. Communicates clearly with customers on issues and works in partnership to resolve.
Position Responsibilities:
Responsible for customer contact and following existing processes to open, track and escalate product issues. Works with customer to troubleshoot issues and provide solutions and corrective actions. Works with Development group to resolve issues and log products problems to be addressed for customer specific issues. Ensure timely response to customer’s requests. Sets the appropriate expectations with customer. Provides customers regular updates on open issues. Mentors and trains new employees in process, troubleshooting skills and other senior technical support duties. Contributes to the Clarity Division Customer Portal web site content. Perform other duties as assigned.
Position Requirements:
3 to 5 years prior technical support engineer or customer support experience on software products. Requires a Bachelors degree or equivalent experience in diagnosing and troubleshooting Enterprise software and/or technical support on computer systems. Customer or technical support experience with software/end use applications required. Troubleshooting skills may include code review and /or changing sample code to verify if an issue is resolved by code change. Ability to create utilities to aid the team in troubleshooting or resolution to issues. Windows NT/2000, Solaris, Linux, AIX or other platform experience required. Strong Database skills in Oracle and/or SQL Server highly desirable. Knowledge of at least one web server such as Websphere, Weblogic and Orion. Knowledge of network protocols, firewalls and ssl. Java, C++ and XML experience preferred. Knowledge in backend diagnostic tools such as Aqua, XML Spy, Toad, etc. Knowledge of Portfolio Management, Financial Management and Project Management. Strong team player skills and strong organizational skills required. Ability to handle multiple tasks/requests from a variety of different customers. Ability to communicate clearly and professionally via phone and email. Spanish, French or Brazilian Portuguese a plus.
Interested and qualified candidates are encouraged to apply online at
www.ca.com/careers
|
