Technical Support Rep
General Description
Provide technical support to Information Builder’s customers and employees with application deployment, debugging and problem determination. The emphasis of this position is on answering customer questions and solving problems, while encouraging team participation in order to promote the ongoing development of the individual and the team.
The Server Support Technical Support Representative Level II is a proven high-level resource with technical expertise and customer support skills. A person in this position has mastered the day-to-day customer support duties and strong product knowledge and achieved product specialization in at least one major product component.
Reports to: Support Manager
Duties and Responsibilities
· Provide high level technical support predominantly of a post sales nature
· Develop expertise in products that will allow TSR to act as a resource for other team members and provide in depth solutions to customer queries
· Provide support to other Technical Support Representatives to allow them to be more technically sufficient and independent
· Interact with other technical groups within the company
· Manage critical support issues, handle escalations and sensitive issues
· Be recognized as an expert in specified technical areas and/or platforms
· Resolve more complex cases and take on special projects
· Acquire technical knowledge of the products in order to adequately address customer issues and problems by attending internal training classes
· Proficiency in the use of all available tools that aid in the case resolution process
· Create Symptom Problem Solutions (SPSs) and technical documents
· Train peers in technical and administrative procedures of the team
· Respond to customers issues in a timely, professional and appropriate manner in order to maintain high levels of customer satisfaction and low case duration
· Maintain a professional and courteous demeanor when interacting with customers and peers
· Assist peers responding to customer case issues
· Contribute to team and departmental goals and objectives
· Follow departmental procedures and methodologies
· Ensure good metrics for initial and on-going response are met
· Strive to have a maximum impact upon the team’s overall performance
· Perform any duties as they are assigned
Job Qualifications
· College degree (preferably in Computer Science) or equivalent experience
· Five to ten years of technical support or data processing experience
· Knowledge of WebFOCUS or FOCUS
· Solid understanding of one or more operating systems, one or more relational databases and one or more programming language
Required Skills
· At least five years of technical support experience
· Operating System support and administration in at least two of the following (in order of importance):
a. iSeries system support and administration
b. Unix/Linux system support and administration
c. Windows Server
· Database support and administration in at least two of the following:
a. Oracle
b. DB2
c. SQL Server
d. Microsoft Analysis Services
e. ESSBASE
· Experience in two or more of the following a plus:
a. Java Development
b. LDAP Administration and configuration
c. WebFOCUS and/or iWay Server support and administration
d. Websphere Administration and configuration
· Strong analytical, debugging and diagnostic skills
· Strong communication and interpersonal skills
· Excellent written and verbal communications skills
· Willingness to interact and participate within a team environment
· Ability to multitask and prioritize tasks
· Ability to address and resolve technical issues
· Strong advanced troubleshooting skills and coding techniques
