Job Details: Technical Support Analyst II
| Job Title: | Technical Support Analyst II |
| Job ID: | 001 |
| Company: | Glodyne Technoserve |
| Position Type: | Permanent |
| Pay Rate: | --- |
| Skills: | DBA skills, system programming on Mainframe, UNIX, Workstations or OpenVMS |
| Date Posted: | Jun-02-08 |
Job Title: Technical Support Analyst II
Division: Customer Support
Location: San Jose, CA
Duration: Full-time (permanent)
GENERAL PURPOSE OF JOB: Briefly describe the job's primary purpose or contribution to the department or organization.
The TSA II is a mid-level position, which provides quality and responsive technical support to customers, systems engineers, and consultants for complex system level.
ESSENTIAL DUTIES AND RESPONSIBILITIES: List the job's essential or most important functions and responsibilities. Do not include preferred traits, technical or educational experience.
• Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors. Exercise judgment within generally defined procedures to determine techniques for obtaining solutions. End result should be high level of customer satisfaction.
• Assist in analysis and research of more difficult technical customer problems. Involve more senior personnel in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
• Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include FAQTS notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.
• Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
• Demonstrate initiative in acquiring product skills in two or more product families on multiple platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
• Consistently instruct internal and external customers on resources available for self-help (e.g. QUEST).
• Identify continuous improvement activities that will allow us to be more effective and efficient in providing service to our customers.
• Provide after hours support as needed.
• Actively share your technical knowledge with others on the team. Strive to have others in SCS start to use you as a technical resource.
• Independently participate in product team activities (e.g. SWAT).
• Mentor new Associate TSA's, and TSA I's, as assigned.
• Perform technical review on KB technical articles in the Knowledgebase.
• Assist senior support members with customer escalations.
• Aid in the development and/or maintenance of specialized test environments to facilitate the reproduction and verification of solutions to technical problems.
• Provide on-site customer support as needed.
• Develop and deliver internal training sessions and author technical papers as assigned.
EDUCATION: 4 years college degree or equivalent
EXPERIENCE: 3 to 5 years
COMMUNICATION SKILLS: Identify written, verbal, presentation and/or negotiating skills required for the position.
• Ability to interact with customers by providing support via phone, web, and email; as well as team oriented interactions with all Support teams and other field and operational organizations.
• Excellent interpersonal and written communications skills. Refine strong professional and customer relations' skills.
TECHNICAL SKILLS: Include minimum product and/or technical requirements to fulfill position responsibilities. If specific software or hardware knowledge required, please detail generic requirements, and date any “brand name” programs, languages, or system hardware so that the PD does not get out-dated.
• Technical knowledge of DBA skills, application programming or system programming on Mainframe, UNIX, Workstations or OpenVMS
• Conceptual understanding of database, application development, or client/server technologies.
• Experience in a customer service or support role preferred (e.g. Help Desk, direct end user contact or support)
• Proven strong complex technical problem-solving ability
• Self-motivated, with strong interest in expanding technical skill and knowledge
• One to three years' experience in a customer service or support role required (e.g. Help Desk, direct end user contract and support).
• Software AG Product knowledge required.
OTHER QUALIFICATIONS: Include any other information that will aid in the preparation of an accurate description of this job.
• Ability to effectively prioritize customer problems and manage multiple requests at once
• Ability to effectively manage customer expectations
• Strong negotiation skills
• Strong professional, inter-personal and customer relations' skills
• Be recognized by everyone on the team as a member who is actively involved in attacking issues, while maintaining an excellent attitude contributing to the overall high morale of the team.
Please submit your resume to kalim.sheikh@glodyne.com or call 408-340-5019 ext-1103
| Location: [rss] | US-CA-San Jose |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Kalim |
| Contact Phone: | 408-340-5019 ext-1103 |
| Contact Email: | kalim.sheikh@glodyne.com |
| URL: | http://www.glodynetechnoserve.com |
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| Technical Support Analyst II | |
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