SaaS Technical Support Professional @ IBM, USA

Job ID SWG-0382475 Job type Full-time Regular Work country USA Posted 14-Jun-2011 Work city Waltham, MA Job area Operations (all other) Travel No travel Job category Software Development & Support Business unit Ind Solutions Job role Technical Support Professional Job role skillset Tools & Technology Commissionable/Sales-Incentive jobs only No
Job description PRINCIPAL DUTIES AND RESPONSIBILITIES • Work in a team environment, supporting multiple multi-tier, web-based plus SaaS , products to a worldwide customer base. • Primary source of technical knowledge for other technical support engineers to utilize and learn from via mentoring and formal training sessions. • Manage a queue of level 2 escalated Customer issues (gather troubleshooting data and identify root cause of issue). • Follow standardized process for triaging the calls in order to find root cause of problem and ultimately resolution. • Develop next action plans for higher criticality issues and able to present findings to Customers status conference calls as needed. • Work with the Product Development and Customer Success Teams to identify solutions, schedule software deliveries, and manage Customer expectations. • Perform in-depth diagnostic work, directly with customer production sites via phone, email and web meeting. • Work with Development Engineers to ensure issues are properly replicated in order to facilitate high quality product delivery. • Support Post-Sales Implementation (Unica Consulting) teams with installation and configuration • Work with Customers to identify new product requirements (enhancements) and provide feedback directly to Product Management. • Assist Unica Documentation team in creating Knowledge Base articles to augment Customer self-support. • Manage queues used by Customers to submit problem tickets via phone, email and web-based call tracking software on a rotating schedule, with potential to be called upon to cover late shift until 8PM. • Provide 24x7 Technical Support coverage as required by Premium Customer support and maintenance contracts. SKILLS: • Understanding of Internet and web applications running on a Software as a Service (SaaS) Platform. • Understanding of Internet and web applications; strong knowledge HTML, JavaScript, and XML. • Understanding of Web Development processes and tools. • Strong knowledge of latest internet and web technologies, such as Web Services. • Guides customers in best practices and problem resolution. • Excellent communication skills; flexibility and strong attention to detail a must. • Software product customer support experience. • Troubleshooting web-based applications.
Required
Bachelor's Degree At least 2 years experience in Internet Applications Knowledge At least 1 year experience in Knowledge of HTML, Javascript, XML Basic knowledge in Web Analytics English: Fluent
Preferred
Information Technology
Additional information Applies general systems level technical expertise to standard to moderately complex systems level customer issues. Identifies and provides resolutions to an assortment of technical problems. Provides validated technical information, support process instructions and special support requirements to the customer base. Engineers provide problem determination and resolution for customer issues.

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