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Product Support Engineer
Description
We are looking for a GSC Product Support Engineer who
will work as a part of a dynamic team in a rapidly growing company. While
the role is truly one of individual contributor, a high degree of
ownership, interaction, and teamwork is required to be effective in the
role. The GSC Product Support Engineer is responsible for ensuring a high
level of customer satisfaction with Teradata Client Applications. He or
She is responsible for providing support to customers, delivering
technical analysis for Teradata Application Management deliverables,
answering complex questions on function and usage of product. The GSC
Product Support Engineer is also responsible for possessing thorough
knowledge of the Teradata Applications and improving the current Teradata
Application software releases.
Specific duties include:
1. Work with Service Support Managers (SSM) and
Customer Support Representatives (CSR) in delivering technical analysis
for customers who utilize our Client Applications offering.
2. Develop and maintain in-depth knowledge of Teradata
Applications products in order to effectively and efficiently support
customers.
3. Effectively interact with Teradata Engineering and
Technical Support peers to report, troubleshoot and repair defects in the
current product releases.
4. Handle highly complex technical customer issues as
they are escalated from other areas of the organization.
5. Effectively manage internal and external customer
expectations to ensure satisfaction with Customer Services offerings.
6. Ensure that every customer is treated
professionally and with respect.
7. Assist in the technical mentoring of additional
team members.
8. Log, research, and accurately resolve customer
inquiries and problems in a timely manner, meeting and exceeding SLAs as
outlined for customers in the Teradata Applications Customer Services
Handbook or value added offerings.
9. Ensure proper escalation occurs for unresolved
issues to ensure the customer remains satisfied.
10. Gain and maintain current knowledge of Teradata
Applications Customer Services Policies and Procedures.
11. Contribute to the advancement of Team Teradata
Applications goals.
Qualifications
If you believe in success and making it happen, we’d
like to talk with you. Please compare your background to the
qualifications below and apply right away. Be sure to include your salary
requirements so that we can fully consider your interest.
· A minimum of a Bachelor’s Degree required
(Informatics & Computing or software engineering related preferred)
· A minimum of 1+ years’ experience in directly
supporting external software applications
· Strong troubleshooting capability
· Knowledge of Teradata, Oracle, SQL Server & HTML
required
. Working experience with LINUX and other OS
environments
· Networking abilities required
· Proven experience debugging and troubleshooting
software-related issues.
. Proven experience with SQL and relational database
concepts
· A strong aptitude for customer service
· External customer facing experience in a software
support environment
· Java and C# programming knowledge is a plus
· A positive attitude and desire to make an impact on
an organization
· Strong time management skills and multi-tasking
abilities
· Strong communication skills (listening, written, and
verbal)
· Ability to work effectively both independently and
in a small to mid-size team environment
Job Grade - 07
Job – Product Support Engineer
Schedule - Full-time
Organization - Customer Service
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