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For your reference, we have included the original job posting below.
Analyst, BlackBerry Customer Technical Support (Exchange or Domino)
Job Number:
26769702
Company Name:
Research in Motion
Job Location:
Singapore, SG
Job Category:
Information Technology
Analyst, BlackBerry Customer Technical Support (Exchange or Domino)
Title: Analyst, BlackBerry Customer Technical Support (Exchange or Domino) Location: Singapore-Singapore Research In Motion Limited® (RIM)®is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless HandheldT product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
The BlackBerry Customer Technical Support Team (BCTS) within Research In Motion's Customer Support Operations (CSO) is responsible for premier technical support to our direct customers running the BlackBerry Enterprise Solution on the following platforms: Microsoft Exchange, Lotus Domino or Novell GroupWise.
We currently have an exciting opportunity for a Technical Support Analyst to assist with supporting a wide range of BlackBerry direct customers from experienced corporate Network Administrators, high-profile customers from the Pentagon, CIA and other US/Canadian governments to various high profile celebrities. Consider this position a Tier 3 support role in any other environment, but with some added muscle.
This is clearly not just another technical support center!
Reporting to the Team Lead, Support Operations and working on a team of between 12 to 15, you will be primarily responsible for providing effective, efficient and professional support by troubleshooting customer issues, researching solutions and when necessary, working with our senior escalation teams as well as providing technical mentoring to your team members.
RESPONSIBILITIES * Technical mentoring and evaluation of the Technical Support Associates * Participating on an inbound priority based queue to answer telephone based inquiries (and some email) * Working in a backline capacity doing in-depth case investigations and customer follow up * Performing advanced troubleshooting of BlackBerry Enterprise Server related installation, upgrade and/or post-installation issues (resolving approximately 98% of all customer inquiries) * Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown * Leveraging both internal and external knowledge based systems for assisting customers * Logging issues and customer information into the Remedy ticketing system and creating knowledge articles and training documentation This unique career opportunity further allows you to utilize your full complement of skills and experience by acting as a peer-trainer to other members of the Support Team, participating in several BETA tests of new BlackBerry software/hardware and acting as a key member of some of our special case and project assignments. ESSENTIAL SKILLS AND QUALIFICATIONS * University or College education in a technology related discipline * Working knowledge of MS Windows OS (2000, XP, 2000/2003 Server) * Advanced knowledge of Microsoft Exchange Servers, Lotus Domino Servers, or Novell GroupWise Servers * Technical Certifications such as your MCSE, MCP, CLP (Lotus), or CNA (or indication that you are interested in gaining any of these certifications) * Demonstrated troubleshooting and diagnostic skills * Outstanding comprehension and communication skills * 3-5 years previous support related experience dealing with customers (Either face-to-face or in a technical support environment) * Ability to thrive and a desire to succeed in a rapidly changing environment * A good sense of humour, a positive attitude, patience/understanding, dedication and commitment * Ability to work in a 24/7 support environment where shifts rotate on a periodic interval
