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For your reference, we have included the original job posting below.
Customer Technical Support Analyst (Vantage Business Service Management)
Job Number:
25139435
Company Name:
Compuware
Job Location:
Detroit, MI US
Job Category:
Information Technology
Customer Technical Support Analyst (Vantage Business Service Management)
Customer Technical Support Analyst (Vantage Business Service Management)
Job ID: 2010-8750 Location: US-MI-Detroit
Area of Interest: Information Technology - Business and Systems Analyst Travel Required: No
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Overview :
Compuware Corporation makes IT rock around the world, helping CIOs optimize IT performance to achieve business goals. Compuware solutions accelerate the development, improve the quality and enhance the performance of critical business systems while enabling CIOs to align and govern the entire IT portfolio, increasing efficiency, cost control and employee productivity throughout the IT organization. Founded in 1973, Compuware serves the world's leading IT organizations, including more than 92 percent of the Fortune 50 companies. Learn more about Compuware at .
As the leading worldwide provider of Business Service Delivery solutions, our software and professional services improve business results by proactively ensuring user productivity and application performance across the enterprise. The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.
Responsibilities :
Position Summary: Vantage is Compuware's unique approach to ensuring that applications are available, performing, and meeting the needs of end users; that problems are proactively detected and resolved; that application investments are aligned with business priorities; and that IT can deliver a view of service that makes sense to the business. The selected individual will be joining the Vantage Business Service Management team.
The Vantage Business Service Management 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.
Qualifications :
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. * 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. * Provide after-hours support as required. Required Skills/Competencies: * Heavy client/web/server knowledge and experience * Programming or scripting experience, preferably in Java 1.6 and JavaScript * Familiarity with web technologies (XML, XSL, HTML, Ajax, JSON, Dojo, web services) * Hands-on knowledge of operating systems: Windows XP, 2003, 2008; Linux RH Enterprise 4, 5; Solaris 9, 10; AIX 5.3, 6.1 * Knowledge of databases: MS SQL Server 2005, 2008; Oracle 10g, 10.2, 11g; DB2 8.2, 9, 9.5 * Knowledge of application servers: Tomcat 6; WebSphere 6.1; WebLogic 10 * Knowledge of browsers: IE 6, 7, 8; Mozilla Firefox 2, 3 * Strong analytical and troubleshooting skills * Ability to communicate effectively with a diverse team. * Ability to work as a team player in a fast paced environment. * Ability to write and maintain technical documentation. * Excellent interpersonal skills with strong customer service orientation. * Excellent organizational/time management skills. * Ability to handle multiple tasks concurrently.
Desired Skills/Competencies: * 2-3 years of experience in software Customer Support or client-site work experience * Basic knowledge of Tivoli, SCOM/MOM, other Compuware Vantage products * Familiarity with LDAP, SSL, OSGi
