Associate Customer Support Engineer Kalido
THIS JOB HAS EXPIRED Position Summary:
To deliver product-focused, technical support to implementers and users of Kalido products, while minimizing any disruption that may be attributable to the product, or its use. Provide both chat and email support to new customers taking the online ?CBT? training provided by Kalido.
Apart from learning Kalido Products, you will get an opportunity to learn and work on:
Database Server Technologies: Oracle 10g/11g and SQL Server 2005/2008
Database Server Appliances: Teradata, Oracle Exadata and Netezza
Application Servers and Web Servers: IIS, JBoss, Weblogic and Websphere
Operating System Fundamentals: Windows, Unix and Linux
Provide resolutions and/or work around advice in response to customer queries as appropriate.
Contribute directly, as well as secure and coordinate any additional resources required to deliver appropriate resolutions.
Respond positively to all customer queries.
Reproduce reported problems for diagnosis/further analysis, passing acknowledged product errors to software development team for fixing, and details of the replication to the test team.
Track support calls through to closure and be prepared to justify actions taken.
Contribute to, and share in, the learning of the team.
Part of a professional, customer facing team who works with users and administrators of Kalido software, product developers, testers consultants, pre-sales and sales consultants.
Provide first class customer service to external and internal users
Ensure that service levels are met for each assigned incident.
Determine the urgency of users? issue and potential effects it may have
Required Skills and Experience:
Bachelor's degree in relevant field
Understanding of relational databases such as Oracle, SQL Server, Teradata and/or Netezza.
Relational database experience, written SQL and ability to read SQL.
Appreciation of Web Servers such as Websphere and JBoss.
Kalido product/application knowledge ? training will be provided.
Strong and structured analytical skills.
Willingness to own problems and see them through to completion.
Able to balance customer empathy and the constraints of supporting a commercial product.
Possible involvement in on-call and/or shift working as necessary.
Understanding of Business Modeling concepts and techniques
Good written and verbal communication skills.
Desire to continually improve technical and problem resolution skills and strive for excellence.
Team player with an ability to work under pressure.
Ability to see the bigger picture, not just the issue as presented.
Remaining objective in all dealings with customers.
Maintaining a professional attitude at all times.
A positive attitude towards solving customer problems.
Analytical and can-do attitude.
Good time management skills
Ability to accurately prioritize tasks and accomplish them in a timely fashion.
||One Wayside Road |
Burlington, MA 01803
THIS JOB HAS EXPIRED