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For your reference, we have included the original job posting below.
Customer Technical Support Analyst
Job Number:
24967194
Company Name:
Compuware
Job Location:
Lexington, MA US
Job Category:
Information Technology
Customer Technical Support Analyst
Customer Technical Support Analyst
Job ID: 2010-8619 Location: US-MA-Lexington
Area of Interest: Customer Service/Support - Helpdesk Travel Required: No
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Overview:
Gomez, the Web performance division of Compuware, provides the industry’s leading platform of Web application experience management solutions used by organizations to optimize the performance, availability, and quality of their Web and mobile applications and proactively identify business-impacting issues. The on-demand Gomez platform integrates solutions for Web load testing, Web performance management, cross-browser testing, and Web performance business analysis that test and measure Web and mobile applications from the “outside-in” — across all users, browsers, devices, and geographies — using a global network of over 100,000 locations. Over 2,500 customers worldwide, ranging from small companies to large enterprises — including 12 of the top 20 most visited US Web sites — use Gomez solutions to increase revenue, build brand loyalty, and decrease costs.
Responsibilities:
Position Summary:The Customer Support Analyst provides customers with customer care services by obtaining a clear and concise description of the problem/inquiry and providing accurate, timely responses/ solutions. They manage customer expectations, evaluate and report software problems, respond to inquiries relating to installation, functionality or capabilities, report bugs and follow the designated procedure for escalating problems. They keep the customer apprised of call resolution status at all times, updating the call tracking system to reflect the status of the call. Primary Roles/Responsibilities:· Provide attention to calls according to Service Level Agreements.· Take ownership and accountability for the call resolution process.· Provide a quality and timely response.· Act as a technical liaison with the maintenance and development team to evaluate and report bugs.· Order new versions and resolve security issues with Product Security and Distribution organizations.· Establish and maintain a good relationship with team members, Product Support and Sales.· Participate in training and information sharing activities.· Act as backup for other team members when necessary.· Act as mentor to other CSRs in technical analysis, resolution, planning, and business process.· May also perform customer technical support team lead activities.· Participate in 8:00 a.m. to 8:00 p.m. phone coverage.· Provide after-hours support as required.· Perform additional duties as required.
Qualifications:
Required Skills/Competencies:· Significant product-related experience.· Customer-service oriented.· Working knowledge of Compuware products.· Proven problem solving and analytical ability.· Excellent organizational/time management skills.· Ability to handle multiple tasks concurrently.· Willingness to wear a pager. Desired Skills/Competencies:· Understanding of business and architectural issues related to the product.
